Medical Devices - Customer Service Representative & Shipping Coordinator Wa

KARL STORZ Endoscopy has an enviable reputation for quality in areas as diverse as endoscopy, surgical cameras, electrosurgery, minimally invasive surgical systems, operating theatre integration, surgical navigation, laparoscopy, and instrumentation. Surgical instruments from KARL STORZ are regarded amongst the most technologically advanced throughout the world and their customers respect and value their focus on quality, service and ongoing innovation.

Scope:

Interact with internal and external customers to provide and process information in response to inquiries, concerns and requests about products and services, coordination of a state office’s requirements.

Key Accountabilities include, however are not limited to:

• deal directly with customers either by telephone, electronically or face to face;
• respond promptly to customer inquiries;
• handle and resolve customer complaints;
• obtain and evaluate all relevant information to handle enquiries and complaints,
• processcustomer quotes, forms and credit applications;
• direct requests and unresolved issues to the designated resource, keep records of customer interactions and transactions, record details of action taken;
• accountable for generating both weekly and monthly reports;
• complete internal/branch transfers i.e. demonstration sets in current database;
• generate RGAs, input contract pricing for contractual agreements with healthcare networks;
• processing orders with Head Office and redirecting for complaints for resolution,
• manage administration and reception, including stationery management, attending to visitors at reception, receiving and dispatching all mail, etc
• manage inbound and outbound shipments.
• filing of documentation (e.g. invoices, orders, proformas, internal and branch transfers);
• communicate and coordinate with internal departments and follow up on internal customer interactions;
• attend new product development and training;
• ad hoc duties as requried.

Attitudes and Behaviours:

• your position is part of a team where you are expected to work as a team member, treating each other respectfully and working with a spirit of cooperation;
• be committed to your personal development, including continuously developing your product knowledge and growing yourself;
• the Company may make changes to job descriptions from time to time to continue to improve and evolve. This means taking a flexible approach to your work, enhancing productivity and job satisfaction.

Qualifications and Experience:

• Previous experience in Customer Service or general office management/coordination essential;
• Preferably medical background or experience with a medical company is desirable, however not essential;
• An interest in advancing personal knowledge of current and future trends in medical and surgical procedures preferred;
• Pleasant telephone manner is essential;
• The ability to work in a busy office with interruptions;
• Works in a calm and logical way to solve issues;
• Strong MS Office skills, including database management; Excel – reporting (pivot tables, VLOOKUP’s, etc)
• Previous experience with Ticketing System (e.g. FreshDesk), is advantageous
• Previous experience working with Enterprise Resource Planning (ERP) systems is advantageous.
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Why Karl Storz?

• Entry role into the Medical Device Industry!
• A global leader in Medical Devices technologies
• Collaborative & closely knit team with a diverse skillset!
• Warm and friendly culture