The Customer Service Representative will deliver customer service to internal and external customer, provide administrative support and perform general administration activities for the Customer Service Team. The role will support/back-up the other Customer Service Representatives to provide a high quality, responsive Customer Service (inbound) interface with BD’s existing customer base, including dealers/distributors and customers.
Support with processing customer claims for credit and request for return of goods.
Answering customer enquiries relating to product information, pricing, stock availability and order shipment tracking.
Processing of customer orders and sample requests.
Processing and co-ordination of customer claims, including credits and returns, working closely with Sales and Marketing and Warehouse associates to ensure thorough investigation and processes have been followed.
Generation of reports for both external and internal customers, including preparation for internal Sales and Operations Planning meetings.
Proactively support Business areas, act as primary point of contact for Sales and Marketing Associates for Customer Service and Order Management related activities.
Participate in Business meetings, sharing relevant customer and departmental information.
Attend periodic product/system/strategy training. Continually challenge BD customer service procedures to ensure they are supporting our customer needs and recommend such changes to the Customer Service Manager.
Achievement of set Key Performance Indicators relating to accuracy of Customer Service and customer order processing Adhere to the requirements of the Quality Management System as maintained by BD Australia.
Knowledge and Experience:
Experience in a customer service environment, ideally within the healthcare industry.
Excellent customer service and interpersonal skills – a strong negotiator, with proven ability to resolve conflict.
Good communication and presentation skills (both on the telephone and in person).
Appreciation of Customer Service impact on existing and new business relationships.
Superior time management skills.
Pro-active, dedicated but also flexible.
Attention to detail in processes and systems.
Organised, disciplined and committed.
An ability to work autonomously within a team.
Innovative/effective problem solving skills.
SAP skills preferable
Primary Work Location
AUS Sydney – North Ryde