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Customer Service Representative Medical Field

Full time
September 18th, 2018
Attractive Renumeration, Top Tier Employer
Perth, WA
  • Permanent Role
  • Excellent Work Environment
  • Attractive Salary

The Client:

Our client is one of the world's leading medical technology companies, offering innovative products and services in Orthopaedics, Medical and Surgical equipment and Neurotechnology and Spine.

Position Title: Customer Service Representative:

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 areas of accountability:
  • Assist customers enquiries
  • Accurately process all order types
  • Process Patient on the Table (POT) requests in accordance with Stryker procedures and in a timely manner to ensure customer expectations are met
  • Provide first point of contact service to external and internal Customers, and accurately record correspondence in CRM
  • Manage customer correspondence and administration requests in a timely and efficient manner, and provide feedback to sales team and product managers as appropriate
  • Manage customer invoicing requirements including follow up on PO’s, price adjustments and investigating and processing Credits
  • Regularly conduct internal Audits and provide feedback on Continuous Improvements for Customer Service
  • Provide Proof of Delivery (POD) details as requested by customers including investigating missing and partial shipments
  • 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
  • Liaise with territory managers, sales team, clinical nurse consultants, other customer service representatives and warehouse staff to ensure customer service expectations are met
  • 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

Critical Requirements:
  • Knowledge of customer service and problem resolution skills
  • Advanced communication skills to work with a diverse range of internal and external customers and colleagues
  • Teamwork to ensure meeting and exceeding customer expectations
  • Ability to work in a high technology environment (particularly JDE, Oracle and Microsoft Office Suite)
  • A high degree of accuracy and attention to detail
  • Understanding of administrative and clerical processes including a knowledge of invoicing and order processing
  • Ability to learn new products and systems
  • Ability to work to deadlines and plans Capable of working in structure with remote management
  • Highly developed customer service skills

Desirable Requirements:

Medical terminology or similar technical background may be advantageous but not essential

Hospital procedures and systems

Other requirements:

Potential travel to Business Service Conference and Customer Service Conference annually
Apply now!