Claims and Customer Experience CoordinatorThis is an exciting opportunity to get your foot in the door with Australia's largest generic pharmaceutical company.
02nd January, 2025About DBG Health
DBG Health is a leading independent health, wellness, and beauty company headquartered in Melbourne.
With a team of over 800 dedicated professionals, we are committed to delivering affordable and innovative solutions that enhance the well-being of our customers.
Arrotex Pharmaceuticals is the largest and most diverse pharmaceutical company in Australia.
Our vision is to be the most trusted provider of affordable and quality healthcare products and services to deliver a better quality of life for Australians.
Our values of Pioneering, Accountability, Collaboration, and Tenacity are the PACT our team members make to be our best every day and work together to deliver this vision and create a great place to work.
About the Role As a Claims and Customer Service Coordinator, you will be responsible for delivering outstanding customer service within the company's established performance standards.
This role focuses on building strong customer relationships and ensuring timely resolution of issues related to pricing, distribution, and order fulfilment.
You will monitor and report on customer service activities, ensuring objectives are met, and take proactive action when performance falls short.
Additionally, you will serve as a key backup for the customer service officer and play an integral role in the efficient operation of the customer service team.
Key Responsibilities Work closely with Customer Service Officers and Direct Contacts to resolve any issues promptly, focusing on pricing, distribution, and expediting.Prepare and maintain Direct Price Lists in QAD and ensure packing configuration records are accurate and up to date.Process stock credit requests from wholesalers and direct customers, following company policies.Maintain accurate purchase order allocations for direct customers and ensure timely dispatch.Monitor sales orders for wholesalers and direct customers, ensuring delivery and transit times are met.Maintain monthly sales reports for direct customers and ensure proper filing of customer service documentation.Develop and update Standard Operating Procedures (SOPs) for the customer service team and assist in the training of team members.Participate in wholesaler forecasting and planning meetings.Contribute to the preparation of daily and weekly reports on customer service issues and assist in managing customer service escalations. Key Skills and Requirements Minimum 2 years of experience in a telephone-based customer service role.Proficiency in Microsoft Office, particularly Excel (VLookUp, Pivot Tables).Familiarity with finance and inventory systems, and experience with SAP / QAD or similar software.Strong attention to detail and accuracy, particularly with numerical data.Experience in a customer service or demand management environment.Strong communication skills and the ability to manage multiple tasks efficiently. Benefits & Perks At DBG Health, we offer more than just a job – we offer a dynamic and supportive work environment where you can make a real impact.
As part of our team, you'll have the opportunity to work alongside industry leaders, drive meaningful change, and grow both personally and professionally.
Competitive salary package and Commission programExclusive discounts on our consumer health, wellness and beauty products - including MCo Beauty, E.L.F Cosmetics, Nude by Nature, Chemists Own and many more.Free membership to 28 by Sam Wood - an online program designed to help Aussies get fit at home and live happier, healthier lives.12 weeks paid parental leaveA values-driven business fostering a supportive and friendly team cultureEnjoy the ability to work autonomously, empowering you to drive your own success.Opportunity to grow your career across all divisions within DBG Health - Arrotex Pharmaceuticals, VidaCorp Consumer Goods, Independent Pharmacies of Australia Group and Axe Health Services. How to Apply If you are interested in this opportunity, please click APPLY.
DBG Health is committed to fostering a workplace culture that is safe and accessible for all.
We are an equal-opportunity employer and encourage applications regardless of cultural background, gender identity, sexual orientation, disability or neurodiversity.
We strive to build a collaborative, inclusive workplace that is representative of the communities we work and live in.
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