Job description

Job Summary 

The primary responsibility of this role is to manage customer orders from receipt of purchase order through to pick and pack, ensuring daily execution of all orders that are received by midday are ready to ship to the customer for next day delivery (major metro locations). Other office duties include stock organisation responsibilities. The Customer Service Specialist assists our clients with product orders, order tracking and stock management. The Customer Service Specialist works closely in a team environment with other team members and the Customer Service Manager. Other duties may be assigned and prioritised by the Country Manager ANZ. 

This position demands a driven, high-energy, dedicated team player who can work well under pressure, catch on quickly and someone who is adaptable to change but can also stick to a routine with superb time management skills. Excellent communication skills (written and verbal) and a high level of attention to detail are imperative skills.

Responsibilities

1. Customer Service

1. Order Entry

• Enter Purchase Orders (PO) into the Expandable ERP system
• Receive and log customer orders received by fax and email
• Check prices on all POs match System, Contract or Quote prices
• Check all details on customer orders including address, special requests, part numbers, part descriptions, quantities are correct on order entry into ERP
• Resolve incorrect or incomplete orders by immediate and direct communication with customers and / or the salesperson
• Advise customers by phone and email on delayed order status orders every day
• Liaise with OUS (Neuchatel) for all orders on credit hold, ensuring nil stock is released without Finance Team approval
• Getting approval for Return for Credit enquiries and completing the return to stock once items received
  1. Customer Enquiries

• Resolve customer complaints and enquiries as required
• Respond to customer queries on pricing, proof of delivery (POD)s, shipment tracking, customer invoices, etc
• Manage customer questions or concerns regarding order status or other related issues.
• Completing the New Customer Application Request in Salesforce and creating New Billing and Shipping Addresses in Expandables
• Follow up with customers on request for amended Orders and Payments of Pro-Forma invoices for Prepaid accounts

2.            Logistics

2.1.        Inventory Control

• Assist with stocktaking and stock management
• Assist with physical inventory counts if required, including:
  • Full stock take, annually (all Part Numbers)
  • Adhoc Cycle Count

2.2.        Supporting Logistics as required 

3.           Office Administration

• All Customer Service team members prioritize answering of phones and rapid response to all customer queries
• Manning ANZ mailbox to ensure no orders or enquiries are missed
• Uploading Invoices into Coupa and Completing New Supplier Requests.
• Processing Product Request for Sales and Clinical Team ( Eval and Demo Orders)
• Updating the Customer Complaint Log as enquiries arises
• Prompt filing of all Customer Purchase Orders
• Completing the Request for return of Evaluation Devices.
• Assist with office administration tasks as requested by Customer Service Manager

Requirements

• Minimum two (2) years customer service experience
• Experienced complex order entry and ERP skills
• Proficient computer skills: data entry, Outlook, MS Word, Excel
• Punctual, results oriented, a self-starter, can wear many hats, has experience in busy work environments
• Organized, detail oriented, excellent problems solving skills and ability to work independently
• Trustworthy and professional

Preferred Qualifications: 

• Familiarity with medical devices
• Experienced order entry and ERP skills 

Education: 

Bachelor degree preferred in Business Administration

Physical requirements/Work Environment  

NA 

Preferred candidate

Years of experience

5+ years

Degree

Bachelor's degree / higher diploma