Customer Service Representative

Summary about this job

Detail information about job Customer Service Representative. Terms and conditions vacancy

• Customer Service Rep role with a leading Global European Biopharmaceuticals
• Great opportunity to join a highly competent and ambitious professional team on a permanent basis

About the organisation and the position

A leading European Biopharmaceuticals, based in the Sydney area and operating in the four corners of the globe is seeking an experienced Customer Service professional.

The aim is to provide high quality service and support to patients and customers and to ensure the successful completion and delivery of all the company’s orders.

The right applicant will possess at least 1-2 years customer service experience in a similar related field. She/he will be highly articulate and willing to play a key role in supporting the company’s internal and external stakeholders.

Responsibilities

Responsibilities will include but may not be limited to:

• Conduct stocktake process with home patients ensuring adherence to all the company’s SOPs
• Process and update patient information into JDE and set up stocktake process accordingly
• Ensure accurate completion of orders from hospitals, pharmacies and other treatment centres
• Collect all proof of delivery forms and attach to the order in JDE as per SOPs
• Ensure ongoing correspondence with all customers (phone, email, SMS)
• Keep customer accounts up to date by organising return of products and processing of credit in a timely manner
• Closely and continuously monitor processes to drive improvement to positively impact customer’s experience and increase accuracy, efficiency and responsiveness of the company’s Customer Service function.
• Direct all medical queries to the appropriate person in Medical Affairs
• Direct all quote requests to the appropriate sales person.
• Ensure availability 24/7 to facilitate emergency (out of hours) orders when rostered to carry the on-call mobile
• Build and maintain strong relationships with customers and other relevant key stakeholders
• Other duties as required by Customer Operations Manager

Skills and experience

• At least 1-2 years Customer Service experience in a related field
• Outstanding organisational skills
• Excellent oral, written, and presentation skills
• Result focused, positive and accountable
• Strong integrity and high commitment to customer satisfaction
• Ability to work independently, collaboratively and cross-functionally in a fast-paced environment
• Experience in exceeding customer needs whilst respecting deadlines
• Being proactive and taking initiatives
• High attention to details
• Strong ability to quickly adapt to any expected and/or unexpected change within the working environment
• Must be a citizen/PR of Australia/New Zealand

Please be aware that only shortlisted candidates will be contacted.

For more details, please contact Chris on [email protected] or 0410 436 870.