About the Role

We are looking for a Customer Service Associate to join our Medical Device Sales Operations Team in Belrose, Sydney. This role is required to provide superior customer service to our customers and internal partners. This role is responsible for executing order-to-cash processes and providing administrative support to maintain maximum inventory effectiveness. This role presents a fantastic opportunity to join a friendly, inclusive, and high performing team.

Responsibilities

• Effectively supporting the order-to-cash process, including administering order fulfilment using an ERP system and supporting case and consignment field inventory requirements i.e., inventory fulfilment, arranging returns and stock movements.
• Providing support and fulfilling internal and external queries via phone, email and systems including eCommerce platforms, ERP (Enterprise Resource Planning) & CRM (Customer Relationship Management)
• Execute effectively in high pressure situations.
• Comprehend, recall, and explain complex transactional information to customers and internal partners.
• Support the field-based team in maintaining optimal inventory accuracy and effectiveness through timely action and consistent relevant follow up.
• Serving as a liaison to enable effective sales interactions between customers and the Gore Sales Team
• Proactively identifying opportunities for business process improvements resulting in better efficiency and enhanced quality of our services
• Perform additional ad hoc customer service-related activities as deemed necessary to support the business
• Manage customer enquiries via phone and email – including operations issues, claims, and delivery investigations
• Liaise with 3PL providers to resolve logistics

Required Qualifications

• Experience working in a regulated or medical customer service environment, with an understanding of order management in a Medical Device setting.
• Sound understanding of consignment and loan stock movements
• SAP order management experience essential
• Ability to maintain accuracy and process discipline under pressure.
• Demonstrated experience in navigating through multiple software systems and applications.
• Effective and professional communication skills, written and oral.
• Strong organizational and time management skills and ability to multi-task
• Flexible, open-minded, and solution-oriented collaborator with a “can do” attitude

#LI: ASC

Desired Qualifications

• Previous customer service experience within healthcare, pharmaceuticals, or FMCG industries
• Experience in software applications including Genesys, Teams, Outlook and Excel
• Experience in consignment management
• Proficiency in using Sales Force for customer and order management