About the Role:

We are seeking a reliable and detail-oriented Customer Service Representative to join our team on a full-time basis. This role is ideal for someone with strong organisational skills and a customer-first attitude, responsible for supporting order fulfilment, customer communication, and general administration across our operations.

Key Responsibilities:

Order Processing and Fulfilment

• Oversee the timely and accurate processing of customer orders for medical devices, equipment, and consumables.

• Ensure correct documentation and verification of orders, and coordinate with inventory and warehouse teams to support fulfilment.

• Monitor order status, delivery tracking, and proactively resolve delays or fulfilment issues.

Customer Support and Assistance

• Act as the primary point of contact for customer enquiries via phone and email.

• Provide accurate and timely information relating to product availability, pricing, quotes, and shipping timelines.

• Support customers with order placement, account updates, and payment coordination.

Inventory Management and Stock Control

• Work with internal teams to maintain accurate inventory records and stock levels.

• Monitor stock availability and replenishment needs to meet customer and operational demand.

• Raise purchase orders and liaise with suppliers to manage lead times and prevent backorders.

Order Tracking and Shipment Coordination

• Track all orders from placement through to delivery and ensure accurate, on-time dispatch.

• Liaise with logistics providers and couriers to organise shipments and resolve freight issues.

• Communicate shipment tracking details to customers and provide updates where necessary.

Customer Relationship Management (CRM)

• Build and maintain strong working relationships with customers, clinicians, and healthcare providers.

• Record and act on customer feedback regarding service, delivery, or product-related concerns.

• Use ERP and inventory systems (such as Cin7 Core) to manage customer data and transaction history.

Compliance and Regulatory Support

• Ensure all order processing and customer support practices comply with relevant regulatory, industry, and company standards.

• Maintain familiarity with documentation requirements for medical device distribution and respond to related customer queries.

• Support internal compliance initiatives and audits as needed.

Key Requirements:

• Previous experience in customer service, order fulfilment, or warehouse support preferred

• Strong communication skills, both written and verbal

• High attention to detail and accuracy

• Proficiency with Google Workspace, Microsoft Office, and experience with ERP or inventory systems such as Cin7 Core preferred

• Ability to work independently and collaboratively in a fast-paced environment

• Availability to work full-time, Monday to Friday, onsite at Frenchs Forest.