Customer Care Representative

Skills , Knowledge & Experience

• 3+ years operational experience in a similar environment
• Ability to be an authentic team player
• Able to demonstrate the LIFE principles (Leadership, Integrity, Flexibility, Efficiency)
• Strong commercial acumen
• Able to foster relationships with cross functional partners
• Change management skills
• Strong communication and verbal skills
• Excellent problem-solving skills
• Dedicated in providing superior service to respective stakeholders
• Ability to develop strong working relationships with stakeholders and customers through effective interpersonal and influencing skills
• Ability to work under pressure and manage conflicting priorities
• SAP experience preferred.
• Intermediate skills in MS Excel, Word and PowerPoint.
• Conflict resolution skills.

Key Responsibilities

• Processing all types of Hospital and Home Patient orders (including spare parts orders) for delivery.
• Making outbound phone calls and receiving inbound phone calls.
• Creation and setup of new patients
• Identify and articulate any process operational improvement initiatives.
• Ensure priority meets business requirements and is Identified, resolved, and tracked as quickly as possible.
• Provide and publish analytics to key operational KPIs (stocktake to orders conversions, blocked orders rate, etc) working closely with key stakeholders.
• Review and investigate customer complaints on a periodic basis. 
• Ensure operational SOPs/WIs are documented/reviewed and stored in a central location for access.
• Liaise with the new starters as a ‘buddy’ to make the onboarding process smoother for the new employee.
• Escalate and discuss with CC ANZ Manager for escalations.
• Liaise with sales, warehouse & transport, supply chain and all relevant stakeholders to ensure completion of orders.
• Effectively communicate with internal and external stakeholders regarding issues impacting customers. 
• Support team members to perform operational duties during their absence