Customer Care Specialist

At Endomag, a Hologic Company, we are driven by a powerful purpose: enabling healthier lives everywhere, every day. Endomag develops innovative breast cancer care technologies, including magnetic localisation and lymphatic tracing solutions that help clinicians deliver more precise, efficient and patient centred treatment.

We are looking for a fluent French and English speaking Customer Care Specialist to join our team in a hybrid role based at our Cambridge, UK site. This is a varied and highly collaborative role where you will be the trusted point of contact for customers, supporting them with order management, product information, delivery updates and issue resolution. Working closely with Sales, Finance, Logistics, Repairs, Quality, Regulatory, Operations and IT, you will help deliver a seamless customer experience while supporting commercial growth and operational excellence.

What To Expect

• Be a trusted point of contact for customers, providing professional, proactive and timely support by phone, email and other channels.
• Manage customer orders from receipt through to fulfilment, ensuring queries and issues are resolved accurately and within agreed service levels.
• Build strong customer relationships by providing clear, helpful and accurate information on products, pricing, delivery and order status.
• Proactively keep customers informed with order, delivery and repair updates.
• Investigate, log and resolve customer queries, escalating where needed to ensure timely resolution.
• Work closely with Sales, Finance, Logistics, Repairs, Quality Assurance, Regulatory Affairs and Operations to deliver a joined up customer experience.
• Support customer incident triage with Quality and Regulatory teams, helping gather the information required for complaint handling.
• Coordinate repairs and loan equipment with the Repair Centre, Quality and Logistics teams, including repair quotations, costs and contracts.
• Liaise with third party logistics providers to resolve delivery issues quickly and professionally.
• Investigate pricing queries and discrepancies so customer orders are processed accurately and efficiently.
• Maintain accurate records of customer details, orders, service plans, repair requests, communications and special price agreements in CRM, ticketing and ERP systems.
• Use Microsoft Office applications, including Excel and Word, to support reporting, documentation and data accuracy.
• Support customer service and operational KPIs, contributing to a high performing Customer Care function.
• Identify opportunities to improve processes, enhance the customer experience and increase efficiency.
• Represent Endomag, a Hologic Company, with professionalism, integrity and care in every interaction.
• Follow applicable regulations, quality procedures, internal policies and Environmental, Health and Safety requirements.

What We Expect

• Fluent French and fluent English language skills, both written and spoken.
• Previous experience in customer service, customer care or order management would be advantageous.
• Experience in healthcare, medical devices or life sciences would be beneficial.
• Working knowledge of order processing systems, shipping and freight processes.
• Experience using Salesforce or an equivalent CRM would be advantageous.
• Experience using NetSuite, Oracle or an equivalent ERP system would be beneficial.
• Proficiency with Microsoft Office applications, including Excel and Word.
• Clear, professional communication skills and a confident telephone manner.
• Excellent attention to detail and a high degree of accuracy.
• Strong problem solving skills, with the confidence to investigate issues and propose practical solutions.
• Ability to build trust and maintain effective relationships with customers and colleagues across departments.
• A customer focused mindset, with the ability to understand needs, show empathy and provide helpful support.
• Collaborative team approach, with a willingness to support others and share best practice.
• Commitment to continuous improvement and service excellence.
• Ability to quickly develop a strong understanding of Endomag's product portfolio.
• Demonstrated integrity, professionalism and respect in all customer and colleague interactions.

Why Endomag, a Hologic Company?

• Work for a growing business that is part of Hologic, a company dedicated to advancing health and improving lives through innovative healthcare solutions.
• Support innovative breast cancer care technologies that help improve clinical workflows and patient centred treatment.
• Play an important role in delivering an excellent customer experience across international markets.

Salary: £32,000 - £35,000 gross per year. The final offer will depend on experience, skills, and alignment with internal pay structures. In addition, we offer a comprehensive benefits package including pension and insurances.

Apply Today to Join Our Team and Make a Difference!