Customer Service Representative

Are you a customer-centric professional who thrives in a fast-paced, collaborative environment? We are seeking a dedicated Customer Service Representative to join the team. In this role, you will be providing exceptional support to both internal and external stakeholders.

The Role

As a CSR, your mission is to ensure every customer experience is of the highest standard. You will manage the end-to-end order process, maintain critical inventory levels, and build strong relationships across the healthcare landscape.

Key Responsibilities:

• Customer Engagement: Handle inquiries and complaints efficiently via telephony services, taking full ownership to resolve issues or escalate when necessary.
• Order & Inventory Management: Accurately process customer orders, bookings, and invoices in compliance with Quality systems and SOPs.
• Logistics Support: Manage consignment inventory and expired stock activities, liaising with hospital staff, surgeons' rooms, and warehouses to ensure product availability.
• Collaboration: Work across multiple business units and departments such as Finance, Supply Chain, and Warehouse.
• Quality Excellence: Comply with business principles in all tasks to drive continuous process improvement.

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What You Bring

We are looking for a proactive problem-solver who can handle multiple competing priorities with ease.

Experience & Skills:

• Background: Experience in a Customer Service or Order Entry role (experience in the medical device industry is highly desired).
• Technical Proficiency: Intermediate Microsoft Office skills (Outlook, Excel) and experience with ERP/CRM systems (SAP "order to cash" experience is a plus).
• Communication: Exceptional written and oral communication skills with the ability to translate customer needs into business requirements.
• Mindset: A "Quality Mindset" with the ability to make quick decisions and work effectively within a productive team.

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Operational Requirements

• Hours: This role supports a National Customer Service Network. Operating hours are between 7:00 am – 8:30 pm (AU) and 8:00 am – 5:30 pm (NZ).
• Flexibility: A staggered start and finish time may be required to cover these operating hours.