About the role

Jobwire is seeking a talented Customer Service Representative to join our client who is leading medical device company that manufactures and sells wound care and single-use surgical product, based in Belrose, NSW on a 12-month contract.

Position Requirements:

Provide exceptional administrative support, ensuring business satisfaction through effective communication with stakeholders and customers, while meeting business targets, contract requirements, and medical device regulations.

Accurately and promptly process orders using SAP.

Address a broad range of customer inquiries via phone and email, delivering top-tier customer support.

Maintain high standards and performance behaviors to achieve success in collaboration with stakeholders across the ANZ business.

Contribute to continuous improvements through key performance indicators (KPIs), corrective actions, and process optimization.

Key Responsibilities:

Own the order-to-invoice process in SAP, ensuring smooth order management from registration to delivery, including eCommerce orders on the Amazon platform.

Provide exceptional customer support by being the primary point of contact for all customer interactions, both via email and phone.

Respond to inquiries from the commercial team, customers, and warehouse partners.

Enhance the customer experience by resolving service deviations, tracking shipments, and turning customer pain points into opportunities for improvement.

Manage sample requests from the commercial team.

Oversee the service complaint process, including raising credit/debit notes.

Handle product complaints, including adverse event reporting.

Prepare and monitor KPI reports, including service complaints and orders processed.

Review and fulfil backorders daily, suggesting stock transfers as needed.

Maintain and load ANZ backorders, preparing backorder reports with estimated arrival times.

Prepare monthly performance reviews, highlighting errors and complaints with the 3PL Warehouse.

Qualifications and Experience:

Previous customer service and office experience within an ANZ or international commercial environment.

Strong understanding of the order-to-invoice process.

Proficiency in ERP/MRP systems (SAP/S4 preferred), along with Microsoft Office Suite, particularly Excel.

Excellent phone management skills.

Outstanding communication skills, both verbal and written.

Able to thrive in a collaborative environment.

A 'self-starter' who demonstrates initiative.

Capable of managing conflicting responsibilities effectively.

Additional Information:

Willing to attend to all functions as required.

Office-based position.

Cross-training within the Supply Chain (Inventory) to provide coverage for certain tasks when needed.

About us

Jobwire' is a leading provider of customer service and sales solutions, helping businesses of all sizes deliver exceptional experiences to their customers. With a strong focus on innovation and a commitment to excellence, we've established a reputation as a trusted partner in the call Centre and customer service industry. Join our team and be part of an exciting journey as we continue to grow and shape the future of customer engagement.

Apply now to become our next Customer Service Representative and be the driving force behind our customer success.