Customer Service and Tenders Representative

Requisition ID
Job Location(s)
Limerick Ireland
Cook Medical Europe Ltd
Position Type
Customer Svc/Support/Tenders 


To provide a professional, friendly and efficient service to our Customers / Sales Teams / Distribution Partners throughout the world covering all aspects of support including Customer Service, Tender Coordination and Finance Administration as required ensuring that an excellent standard of service and high level of customer satisfaction is maintained.


  • Take orders by fax, phone, post, email and input to the company’s order entry system.
  • Provide customers with prices as per the company’s order entry system and input special prices on the company’s order entry system as required.
  • Communicate emergency orders/requests to various manufacturing plants using standard procedures.
  • Process special orders and deal with queries for custom made devices.
  • Supply customers with expected delivery dates or delivery status, airwaybill numbers etc.
  • Liaise with Distribution Support Teams in relation to shipments, shipping paperwork, and any special requirements in relation to shipments as requested by the distributor.
  • Supply customers with product status information (e.g. active, obsolete, etc.) and account status information (e.g. account on hold) as necessary
  • Process information and deal with follow-up queries on returns and complaints.
  • Add or modify new customer details as needed.
  • Update the order entry system with details regarding Sales Reps / Regional Manager Links with particular DPs.
  • Direct technical queries via the phone tree or other designated routes.
  • Process requests for literature, catalogues, etc.
  • Liaise with Regulatory Affairs departments in CIRL and WCE plants in relation to registration documents, etc. as per each country’s requirements.
  • Liaise with Regional Managers worldwide in relation to special prices, special requests, etc.
  • Where applicable, search for potential Tenders relevant to Cook’s business and work with sales teams and other functions to ensure Tenders are processed within set deadlines.
  • Provide information and support to Distribution partners in relation tendering process.
  • Where applicable, process Ministry of Health Tenders to the highest standard.
  • Maintain Fides for accuracy.
  • Manage the debt collection activities; collection calls, monthly statements and reminder letters and reporting
  • Log and close out on invoice queries and prepare debit/credit requests for customers and vendors.
  • Assist with payment processing and bank reconciliations.
  • Process Vendor invoices and credit notes ensuring sufficient information and approvals have been received.
  • Generate reports as necessary / requested.
  • All functions to be carried out in compliance with the company’s Quality Management Systems.
  • Ensure that Cook’s Code of Conduct is considered in all business matters carried out on Cook’s behalf.


  • Previous experience working within a similar role / environment advantageous
  • Relevant third level qualification advantageous
  • Excellent telephone manner and interpersonal skills.
  • Excellent data entry skills with good attention to detail and accuracy.
  • Proven working knowledge of Microsoft® Office.
  • Fluency in one or more European languages (other than English) advantageous.
  • Good written and spoken English language skills
  • Positive attitude and proven problem-solving skills.
  • Willingness and availability to travel on company business.


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