Product Associate

The Product Associate role offers crucial first-line support to field based colleagues for any queries related to our product offering.

Additional responsibilities include chasing order and repairs, stock management and developing an expert level of product knowledge.

Based out of our Support Office in Llandudno and reporting to the Product and Supply Chain Manager, this is an exciting role that provides lots of variation across a number of projects that contribute to the wider Commercial Plan.

Key Responsibilities

• Support and resolve any product, supplier and equipment issues impacting retail colleagues ability to meet customer's needs, by phone and emails/ tickets;
  • Maintain details in the ticketing system in line with agreed department SLAs and Company expectations
• Support with the management of systemic functionality and stockholding of the 'Test and Fit' initiative
• Manage product listings, pricing and descriptions within the CRM (Sound) and other internal systems for hearing aids, accessories, sundries and consumables;
  • Manage ongoing supplier conversations as the first point of contact on the ordering, purchasing, pricing and delivery of sundry and consumable products
  • Build new products within Sound using the 'EDI' system
  • Ensuring suppliers give sufficient notice of any price changes and that these are fully reviewed with the product and supply chain manager before implementation
  • Ensuring that suppliers adhere to agreed SLAs and contractual terms
  • Monitor sundry order quantities to reduce consumable wastage and raising any concerns with field colleagues
• Managing accurate product lisitings with Ecommerce
• Managing stock in an organised way and ensuring storage areas are kept clean and tidy, ensuring all new starter kits and demo stock are managed, organised and delivered on time
• Keeping accurate and up to date records of assets and out of credit hearing aids
• Processing purchase orders in a timely manner with due regard to their value and implication
• Updating order forms on the Drum (Intranet) and other business communication systems
• Support the listing and coordination of all product launches and launch packs
• Administrative support for the Commercial Department across numerous projects and initiatives

Person Specification:

• Up to date and in-depth knowledge of hearing care products
• Experience in dealing effectively and professionally with colleagues
• Ability and confidence to discuss with suppliers our requirements
• Excellent time management skills
• Proactive in approach to workload and prioritisation
• Commercially astute, with a high attention to detail
• Experienced with working within all aspects of IT and computer literacy, particularly the CRM (Sound) and Excel
• Confident with new technologies
• Confident communicator both written and verbal
• Ability to work under pressure

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