Customer Service Specialist

The Opportunity
CSL Behring is looking for a Customer Service Specialistto join our Commercial Business Operations team at our Global Head Office in Melbourne, Australia.
Reporting to the Customer Service Manager, you will be a vital part of our Customer Service team, ensuring the highest level of satisfaction for our clients. You will serve as the primary point of contact for customers, providing exceptional support and assistance regarding inquiries, orders, and concerns.
Your role will be crucial in coordinating the day-to-day sales and distribution requirements for our life-saving products, maintaining positive relationships with clients, and ensuring seamless communication between them and our internal departments.
The Role

• Provide an excellent level of Customer Service to our patients, customers, contract funders, third-party Logistic (3PL) partners and internal customers within the CSL Behring local and global network.
• Respond promptly and professionally to customer inquiries via phone, facsimile, or email, addressing their questions, concerns, and requests.
• Provide accurate information about products, pricing, availability, and delivery timelines.
• Manage the entire order process, from initiation to fulfillment, encompassing order entry, tracking, and expedited handling as required, while maintaining efficiency and precision in accordance with the contractual obligations outlined by the National Blood Authority (NBA).
• Provide essential support for handling product technical complaints (PTC) and Adverse Events (AE), including triaging cases to relevant departments such as Quality or Medical Information Service, and facilitating product returns as necessary.
• Maintain precise documentation of customer interactions, transactions, and inquiries utilizing email, CRM software, or other specified systems.
• Generate monthly invoicing and comprehensive reports on customer inquiries, order statuses, and satisfaction metrics to evaluate performance and pinpoint areas for enhancement.
• Engage in collaborative efforts with cross-functional teams to identify process enhancements and implement industry best practices, thereby elevating the overall Customer Service experience.

NOTE - As part of this role, you will be on a 24/7 on-call rotating weekly with other team members to fulfill urgent customer orders efficiently.
Your skills and experience

• Bachelor's degree in business administration, logistics or related field.
• 2+ years of Customer Service experience, preferably within the pharmaceutical or healthcare industry.
• Familiarity with Enterprise Resource Planning (ERP) systems, preferably SAP.
• Proficiency in Microsoft Office Suite and other relevant applications.
• Experience collaborating with third-party Logistics providers for warehousing and distribution; knowledge of domestic and export distribution, especially with road and air freight.
• Customer-focused mindset with exceptional written and verbal communication skills, capable of conveying complex information clearly and effectively.
• Strong interpersonal skills with a customer-centric approach, emphasizing positive relationship-building.
• Detail-oriented with robust organizational and time management skills.

How to apply
Please submit your application including CV and cover letter by 23 April 2024.
Apply now to join Australia's leading biopharmaceutical company!
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Our Benefits
We encourage you to make your well-being a priority. It’s important and so are you. Learn more about how we care at CSL.
About CSL Behring
CSL Behring is a global leader in developing and delivering high-quality medicines that treat people with rare and serious diseases. Our treatments offer promise for people in more than 100 countries living with conditions in the immunology, hematology, cardiovascular and metabolic, respiratory, and transplant therapeutic areas. Learn more about CSL Behring.
We want CSL to reflect the world around us
As a global organisation with employees in 35+ countries, CSL embraces diversity and inclusion. Learn more about Diversity & Inclusion at CSL.
Do work that matters at CSL Behring!