Customer Service Representative - New South Wales, St Leonards 8 Herbert St

Work Flexibility: Remote or Hybrid or Onsite

Role Overview:

To provide outstanding service to all internal and external customers and act as first point of contact for all customer queries. The role is responsible for recording and processing customer orders.

Key Responsibilities:

Customer Enquiries & Communication  

• Assist customers enquiries
• Manage customer correspondence and administration requests in a timely and efficient manner, and provide feedback to sales team and product managers as appropriate
• Provide first point of contact service to external and internal Customers, and accurately record correspondence in CRM
• Liaise with territory managers, sales team, clinical nurse consultants, other customer service representatives and warehouse staff to ensure customer service expectations are met

Bookings & Billings

• Process Patient on the Table (POT) requests in accordance with Stryker procedures and in a timely manner to ensure customer expectations are met
• Provide Proof of Delivery (POD) details as requested by customers including investigating missing and partial shipments
• Manage customer invoicing requirements including follow up on PO’s, price adjustments and investigating and processing Credits
• Produce customer invoices (including loan kit orders) in an accurate and timely manner and to Stryker quality procedures
• Process and maintain all loan and consignment kit bookings and ensure accurate recording of location.  Where appropriate, liaise with warehouse and relevant sales representatives

Quality

• Ensure individual actions & team processes maintain an exemplary record of compliance and commitment to relevant quality standards through the use of the local quality management system. Participation in continuous process improvement aligned with the quality standards.
• Regularly conduct internal Audits and provide feedback on Continuous Improvements for Customer Service

General

• Operate and contribute in an environment that encourages innovation and participate in activities relating to LEAN and 6S
• Local responsibilities may include but not be limited to: working on local non-billed and open order reports, stationary orders, participating in local operations meetings

Travel Percentage: None