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Philips Customer Service & Order Management Specialist in Basingstoke, United Kingdom


Philips recently announced to expand its Therapeutic Care business with the acquisition of Remote Diagnostic Technologies.

Remote Diagnostic Technologies (RDT) is a UK-based leading innovator of advanced solutions for the pre-hospital market providing monitoring, cardiac therapy and data management. RDT’s portfolio of comprehensive connected emergency care solutions will complement Philips’ Therapeutic Care business and strengthen its leadership position in the EUR 1.4 billion resuscitation and emergency care market. Moreover, RDT will strengthen Philips’ ability to innovate, drive digital transformation in healthcare, and enter new markets.

Philips already offers a range of proven monitoring and therapeutic products and solutions to help emergency medical services, hospitals and lay responders accelerate the delivery of care at the scene. This offering includes automated external defibrillators (AEDs), advanced life support monitors, and data management solutions. RDT will complement this with a product range for ambulance and emergency responders, which includes Tempus ALS, a modularized monitor and defibrillator that offers premium functionality in a smaller, lighter and more flexible package. RDT also offers highly robust, yet lightweight monitors equipped with telecommunication capabilities for various emergency responders.

We are looking for a Customer Service Order Management Specialist to look after the Customer Services and order fulfillment, this is a 12 months’ fixed term contract end on 31/12/2020.

In this role, you have the opportunity to processes sales orders in conjunction with our internal functional teams, factories and logistics service providers to meet customer requirements related to delivery, installation and invoicing our customers. This role is key to making sure our customers receive the right products at the right place and time and is the focal point for problem resolution for Supply Chain issues.

You are responsible for

  • Ensuring customer service best practices are used to provide professional communication between RDT Ltd and our customer base.

  • Order integrity and timely communication with internal and external customers to resolve any order date alignment issues.

  • Reviewing factory confirmed delivery dates compared to requested delivery date from the project manager and take proper action to align the dates as closely as possible.

  • Tracking order shipments to ensure on time and completing deliveries through the Merge Center and to customer sites using various logistical databases and transportation carrier websites. Expedite delivery where applicable.

  • Acting as liaison between all functions for the entire life of the order. From initial enquiry, order intake, order fulfilment, shipment, invoice and aftersales.

  • Validating and processing Defect on Arrival (DEFOA) and Return Order requests to meet departmental turnaround times.

  • Escalating issues appropriately and promptly to ensure optimum customer satisfaction.

  • Ensuring established processes are followed and adjusted when more efficient ways of working are brought forth. Actively participating in Philips Lean culture to help drive efficiencies.

  • Completing all required and/or assigned training courses within established departmental time frames.

  • Complying with Quality Standards and Philips’ standards of business conduct.

  • Effectively setting priorities in order to meet workload deadlines, commitments and all applicable established departmental goals.

  • Other duties and requirements as required

You are a part of our Philips – RDT Services group responsible for leading operational execution, reducing complexity and increasing efficiencies as the in-house team that continuously improves performance to better support our customers. We are looking to build and extend a strong team in Basingstoke of passionate, inspirational, collaborative and diverse professionals that is powering excellence around the world for Philips - RDT to achieve our mission to improve the lives of 3 billion people a year by 2025.

To succeed in this role, you should have the following skills and experience

  • Bachelor’s degree or equivalent combination of education and relevant business experience preferred.

  • 2+ years of Supply Chain related business or administration experience is preferred

  • 2+ years of business systems experience (ex: SAP/ Sage 200 ERP systems, MS Office, Sales Force, Sofon) & Quality Management systems (ICS Control, SOX etc.) preferred.

  • Possess excellent verbal, written, and the ability to communicate clearly with both internal and external customers

  • Ability to think critically, demonstrate “outside the box” thinking, and meet time sensitive deadlines for customers and resolution of escalated issues

  • Comfortable working in a fast-paced, deadline driven collaborative team environment.

  • Positive, self-starting, flexible and forward-thinking individual with strong organizational skills who can work both independently and in a team environment.

  • Complies with Philips’ quality standards, business conduct, and all established processes are followed

  • May be required to work overtime, based on business &/or departmental needs.

In return, we offer you

  • A competitive salary

  • Access to private healthcare insurance and other flexible benefit

  • 25 days’ holiday allowance from the beginning, plus bank holiday

  • Learning and Development opportunities through our Philips University

  • Family-friendly policies which offer enhanced maternity and paternity schemes

  • The Philips Employee Shop which allows employees to buy Philips products at discounted prices

  • Monthly activities that promote health and well-being

  • An Employee Assistance Program is available for all Philips employees and their families. As well as being a confidential support line, it also offers practical financial and life management advice 24 /7 and is completely confidential

We also believe that we are at our best as a company when you are at yours as a person. Thus, we offer competitive health benefits, a flexible work schedule and access to local well-being focused activities. Furthermore, Philips University is available to all employees for learning and development opportunities.

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

Please apply on-line – Good Luck!

Equal opportunities

Philips are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

Should you require any reasonable adjustments to enable your participation in the interview process, please advise us of this upon application.

Recruitment agencies : we are fortunate enough to receive lots of fantastic applications for our brand, however when we use agencies we have a PSL in place so please do not contact hiring managers or the recruitment team directly. Unfortunately we are not able to respond to you and cannot accept speculative CV’s as way of introduction.