Customer Service Representative

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Customer Service Representative

About Us

PPL Biomechanics is Ireland’s leading provider of custom orthotic devices and lower-limb medical solutions. Based in Cork and operating since 1993, we supply private and public healthcare providers nationwide.

As an Irish-owned SME, we pride ourselves on a collaborative, supportive workplace with low staff turnover. We value accuracy, accountability, and continuous improvement — ensuring patients and healthcare professionals receive the right products, at the right time, every time.

Role Overview

We are seeking a Customer Service Representative to join our growing team.
This is a full-time, permanent role following initial training. Working within the Sales Department and reporting to the Customer Service Lead, you will play a critical role in managing relationships with healthcare professionals, healthcare buyers, and supporting them in their in frontline healthcare roles.

This is not a standard call-centre or order-entry position. The role involves balancing customer interaction, order management, and compliance processes — ensuring each request is handled accurately, efficiently, and empathetically. You’ll be working within a regulated healthcare environment, where attention to detail is paramount.

What We Offer

• Full training provided — healthcare or medical device experience is a bonus, not a must
• Competitive salary plus performance-related incentives
• Financial review after 6 months
• Permanent contract following successful training period
• Supportive, collaborative, and close-knit team culture
• Opportunity to build a career in a regulated healthcare industry
• Day shift hours (Monday to Friday)

Key Responsibilities

• Act as the first point of contact for healthcare professionals, and buyers within private and public healthcare organisations.
• Process and validate complex orders accurately within ERP and CRM systems
• Prioritise clinically sensitive or urgent requests to ensure fast turnaround
• Resolve queries relating to products, pricing, deliveries, returns, and compliance
• Coordinate with sales, clinical support, warehouse, customer accounts and manufacturing to ensure smooth delivery
• Support customers through procedural and compliance-heavy processes
• Maintain 100% accurate customer records and ensure GDPR compliance
• Escalate issues where required and follow through to resolution
• Contribute ideas to improve workflows, systems, and customer experience

What We’re Looking For

• Previous experience (at least 2 years) in customer service, order processing, or healthcare administration
• Exceptional attention to detail — accuracy is essential to ensure correct payment and patient safety
• Highly organised, with strong time-management skills
• Comfortable working with ERP/CRM systems — or eager to learn quickly
• Familiarity with Microsoft 365
• Excellent written and verbal communication skills, with a clear, empathetic style
• Ability to remain calm and professional when handling complex or sensitive cases
• A collaborative team player who thrives in a fast-paced, regulated environment

Nice to Have (Not Essential)

• Experience within healthcare, medical devices, or a regulated industry
• Previous experience managing procedurally complex or compliance-driven orders

Job Types: Full-time, Permanent

Pay: From €30,000.00 per year

Benefits:

• Company pension
• On-site parking
• Sick pay

Education:

• Advanced/Higher Certificate (preferred)

Work Location: In person