Maintain the accuracy and integrity of customer, order, and transaction data.
Provide proactive communication to customers regarding order status, stock availability, backorders, delays, and product issues.
Respond promptly to customer enquiries, quotations, returns, complaints, and other service requests.
Manage inbound customer calls through the Five9 phone system.
Escalate complex issues to relevant internal stakeholders and monitor progress through to resolution.
Process customer credits and debits.
Liaise with third-party logistics providers, warehouses, couriers, and freight forwarders to support order fulfilment.
Manage customer EDI portals and maintain standing orders as required.
Support Commercial and Supply Chain teams by providing information relating to customer orders, inventory levels, and delivery timelines.
Assist with inventory control and planning activities as required.
Identify opportunities to improve customer service processes and operational efficiency.
Ensure compliance with all SOPs, work instructions, policies, and departmental KPIs.
Build and maintain strong relationships with customers and internal stakeholders.
Provide exceptional service and support to both internal and external customers.
What we’re looking for
Experience in customer service, order management, or customer-facing administrative roles.
Previous experience processing customer orders within an ERP system, preferably SAP.
Proven ability to manage multiple priorities and deadlines in a fast-paced environment.
Strong written and verbal communication skills.
High attention to detail and accuracy.
A proactive and solutions-focused mindset.
This is an opportunity to be part of a collaborative and purpose-driven organisation where customer service excellence is valued and recognised. You will work alongside experienced professionals in a supportive environment that encourages continuous learning, professional development, and process improvement.
We also provide some fantastic benefits for our employees such as
Discounted Healthcare
Access to Fitness Passport
Discounted Shares program
Learning and development opportunities
Onsite parking and a barista
- The base pay for this position is
- N/A
- In specific locations, the pay range may vary from the range posted.
JOB FAMILY
Customer Service
DIVISION
ID Infectious Disease
LOCATION
Australia > Macquarie Park : 299 Lane Cove Road
ADDITIONAL LOCATIONS
WORK SHIFT
Standard
TRAVEL
Not specified
MEDICAL SURVEILLANCE
Not Applicable
SIGNIFICANT WORK ACTIVITIES
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
