Customer Service Rep Ii (Chatswood)

Here at Avanos Medical, we passionately believe in three things:

- Making a difference in our products, services and offers, never ceasing to fight for groundbreaking solutions in everything we do;
- Making a difference in how we work and collaborate, constantly nurturing our nimble culture of innovation;
- Having an impact on the healthcare challenges we all face, and the lives of people and communities around the world.

At Avanos you will find an environment that strives to be independent and different, one that supports and inspires you to excel and to help change what medical devices can deliver, now and in the future.

**Job Position Purpose / Summary**

Provide dedicated order management and supply chain/logistics expertise to strengthen relationships with key strategic accounts, drive efficiencies, and improve overall business results.

The CSR brings an action to a customer’s needs by following established guidelines and standard work practices. This role requires basic data management and analytical skills, systems/supply chain knowledge, and strong communication skills (written and verbal).

**Job Position Accountabilities / Expectations**

**Responsibility Area One: Delight our customers with excellence in front-line support**
- Orders, including ad-hoc COD orders are processed in a timely and accurate way and customer satisfaction metrics are achieved or exceeded
- Compliance with all work practices, policies and procedures is consistently met.
- Number of calls per representative

**Responsibility Area Two: Excellence in Customer Service**
- Demonstrating an expertise is Customer Service related processes, policies, and systems. Address order fulfillment and other such supply chain related issues for a variety of direct and distributor accounts including correctly input of customer orders into ERP system & CRM System to meet the customers’ requirements and thereby achieve the ‘perfect order’.
- Process customer orders in accordance with service standards
- Provide customers with immediate and relevant feedback and information relating to service delivery.
- Process any credits and returned goods

**Responsibility Area Three: Excellence in Customer Care**
- Develop expertise in product knowledge for all Healthcare products. Liaise with all relevant stakeholders to obtain up-to-date product and promotion information, approved standard letter responses and new product information; acting as intermediary between Customer Service
- Customer Care and Marketing for unusual enquiries; dealing with out of stock issues at distribution centre; handling general requests and alerts as required. Handle complaints in a professional and courteous manner and provide diligent follow-up with applicable customers as required.

**Responsibility Area Four: Continuous Improvement**
- Support the development of a culture of continuous improvement by supporting LEAN concepts, tools, and methodologies to eliminate waste in all its form. Work collaboratively with other team members to identify opportunities to streamline and improve department efficiency and participate in the implementation of those opportunities.

**Responsibility Area Five: Drive revenue growth**
- Lead/participate in inside selling initiatives directed at targeted accounts and/or product categories
- Your role is to engage with 2nd Tier distributors and other direct accounts to generate interest in products
- Outbound calls to customers to follow up on lapsed order patterns
- Manage sales using the CRM data base and through the use of sales force

**Requirements**:

- Min 3-5 years Customer Service/Care experience
- Education and or experience in a Logistics or Customer Service function
- excellent communicator both verbally and written with robust focus on delivering excellent service
- inbound & outbound call centre experience and Sales experience
- professional phone manor with excellent communication skills
- genuine can do positive attitude to your work with the motivation to succeed
- an ability to work effectively as part of a small team
- excellent computer skills and experience with SAP or a similar ERP / CRM system is essential
- ability to digest and disseminate technical or clinical information must be evident as detailed ongoing training will be provided
- SAP & SalesForce.Com experience
- Medical Device industry experience
- EDI order management.
- Bachelor’s Degree is preferred
- Avanos Medical is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, religion, sex, national origin, disability status, etc.**Join us at Avanos** Join us and you can make a difference in our products, solutions and our culture. Most of all, you can make a difference in the lives,
- people, and communities around the world. Apply on Kit Job: kitjobau.com/job/3r08l7