Customer Service Coordinator 12 month FTC
Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients— that is what Vantive aspires to deliver.
We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us is driven to help improve patients’ lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.
Are you detail‑oriented, process‑driven, and passionate about delivering excellent customer service?
Join our Hospital Customer Services team and play a key role in ensuring patients and healthcare partners receive the products they need—accurately, on time, and with care.
⭐ About the Role
As a Hospital Customer Service Coordinator, you will manage the data and processes that keep our order fulfilment running smoothly. From processing customer queries to handling pricing, billing, and account management, you’ll ensure a seamless, reliable experience for every customer, every day.
This role is ideal for someone who enjoys problem‑solving, managing complex data, and working cross‑functionally with teams across the business.
🎯 What You’ll Do
Customer & Order Support
- Process daily customer orders and queries within set timelines
- Allocate EANs for EDI mapping and perform daily system updates
- Release and manage backorders in line with SLAs
- Troubleshoot blocked or held electronic orders
- Investigate orders that have not reached Fulfilment
Billing & Pricing
- Create and process invoices and additional charges each month
- Resolve disputed invoice queries
- Conduct monthly pricing checks and correct discrepancies
- Support new customer account setup (commercial & compliance checks)
Data & Reporting
- Validate data and identify discrepancies
- Investigate transactional errors and implement corrective steps
- Maintain NHS Supply Chain and TPS portals
- Produce ad‑hoc reports as needed
Collaboration
- Work closely with teams across Commercial, QA, Warehouse, and Transport
- Respond to the shared inbox in a timely manner
- Support mass customer communications during holiday delivery changes
✔️ What You Bring
Experience
- Experience with JDE, Salesforce, or similar systems
- High‑volume order processing
- Previous involvement in invoice query resolution
- Comfortable working with deadlines and competing priorities
- Experience with data management/reporting tools (a plus)
- Previous experience in phone‑based customer service
Skills
- Strong problem‑solving and root‑cause analysis abilities
- Excellent accuracy and attention to detail
- Confident managing large data sets
- Strong written, verbal, and phone communication skills
- Effective stakeholder management
- Strong numeracy and organisational skills
Knowledge
- Advanced Excel skills (VLOOKUP, pivot tables, formulas)
The role is offered on a 12 month contract.
