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.
Responsibilities1.
Customer ServiceOrder EntryEnter Purchase Orders (PO) into the Expandable ERP systemReceive and log customer orders received by fax and emailCheck prices on all POs match System, Contract or Quote pricesCheck all details on customer orders including address, special requests, part numbers, part descriptions, quantities are correct on order entry into ERPResolve incorrect or incomplete orders by immediate and direct communication with customers and/or the salespersonAdvise customers by phone and email on delayed order status orders every dayLiaise with OUS (Neuchatel) for all orders on credit hold, ensuring nil stock is released without Finance Team approvalGet approval for Return for Credit enquiries and complete the return to stock once items are receivedCustomer EnquiriesResolve customer complaints and enquiries as requiredRespond 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.Complete the New Customer Application Request in Salesforce and create New Billing and Shipping Addresses in ExpandablesFollow up with customers on requests for amended Orders and Payments of Pro-Forma invoices for Prepaid accounts2.
Logistics2.1.
Inventory ControlAssist with stocktaking and stock managementAssist with physical inventory counts if required, including:Full stock take, annually (all Part Numbers)Adhoc Cycle Count2.2.
Supporting Logistics as required3.
Office AdministrationAll Customer Service team members prioritize answering phones and rapid response to all customer queriesManning ANZ mailbox to ensure no orders or enquiries are missedUploading Invoices into Coupa and completing New Supplier Requests.Processing Product Requests for Sales and Clinical Team (Eval and Demo Orders)Updating the Customer Complaint Log as enquiries arisePrompt filing of all Customer Purchase OrdersCompleting the Request for return of Evaluation Devices.Assist with office administration tasks as requested by the Customer Service ManagerRequirementsMinimum two (2) years customer service experienceExperienced in complex order entry and ERP skillsPunctual, results-oriented, a self-starter, can wear many hats, has experience in busy work environmentsOrganized, detail-oriented, excellent problem-solving skills and ability to work independentlyTrustworthy and professionalPreferred Qualifications:Familiarity with medical devicesExperienced in order entry and ERP skillsEducation:Bachelor degree preferred in Business Administration
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