Customer Service Representative

JOB DESCRIPTION:Overview
Complete day to day Customer Service tasks including order processing (domestic and export), data entry, issue investigation and resolution, handling customer communication (phone and email), backorder, credit and invoice management.ResponsibilitiesTechnical / Operational

• Process customer orders in QAD for domestic and international customers
• Proactively keep customers informed about order status, backorders, unexpected delays, part shipments and product issues
• Promptly respond to product enquiries, quotes, product returns and complaints
• Handle inbound phone calls using softphone application
• Analyse and resolve escalated customer issues
• Process credits
• Liaise with logistics companies including third party warehouses, domestic couriers and freight forwarders
• Use customer EDI portals as required
• Maintain customer standing orders
• Assist commercial team with stock, customer order enquiries and customer data base
• Some planning and inventory control tasks as required
• Identify and implement improvements in Customer Service processes

Internal Systems and Processes

• Follow all SOP’s, work instructions and forms for the role.
• Knowledge of and adherence to Human Resources Policies & Procedures
• Ensure processes meet department objectives (KPIs) within expected timeframe.

Customers

• Provide outstanding assistance and advice to external and internal customers.
• Develop and build relationships with customers, warehouse team, third party logistics providers and other areas of Abbott.

Financial

• Follow financial operating procedures

People Management and Development

• No people management responsibilities
• Responsible and accountable for own work and follow-up meetings with line manager as required.
• Undertake training and development as required.

Conduct

• Ensure all activities carried out by self are in accordance with legislative employment policies, health & safety requirements and Corporate policy.
• Promote a standard of excellence for quality and customer focus at Abbott.
• Promote awareness of Customer Service requirements throughout the organisation.
• Uphold Abbott’s Code of Business Conduct.
• Live our Abbott Values – Pioneering, Achieving, Caring, Enduring.

Reporting to

• Customer Service Manager

Qualifications and ExperienceEssential

• Experience in Order Processing
• Experience in a Customer Service/Customer facing Role

Desirable

• Experience with export orders & documentation
• Familiarity with healthcare terminology and products an advantage

Competencies and AttributesTechnical / Operational

• High attention to detail
• High degree of independence in approach
• Spelling and grammatical competence
• Conscientious and hard working
• Self-motivated to learn and develop
• Punctual
• Energy and enthusiasm for Customer Service
• High level productivity and organisational skills
• Problem solving and complaint resolution

Internal Systems and Processes

• Ability to utilise business software e.g. Office 365, ERP systems, CRM systems
• Ability to plan and prioritise work according to business needs and change focus when required

Customers and external stakeholders

• Competent oral and written communication skills
• High levels of integrity and diplomacy
• Capacity to maintain the highest levels of confidentiality internally and

externally.The base pay for this position is N/AIn specific locations, the pay range may vary from the range posted.JOB FAMILY: Customer ServiceDIVISION: IDDM ARDx Infectious Disease Developed MarketsLOCATION: Australia
East Brisbane : 12 Mowbray TerraceADDITIONAL LOCATIONS:WORK SHIFT: StandardTRAVEL: Not specifiedMEDICAL SURVEILLANCE: Not ApplicableSIGNIFICANT WORK ACTIVITIES: Not Applicable