ABOUT THE ROLE

This role works within the Customer Care Team to achieve customer focus objectives relating to: order handling, billing enquiries, complaint handling as well as customer, doctor and patient enquiries. The key focus of this role is to provide both internal and external customers with a high level of customer service.

This role is based in Mascot, New South Wales and will report to the Customer Care Manager.

KEY RESPONSIBILITIES

• Effectively manage enquiries from both internal and external customers through a range of different communication methods
• Process incoming orders for customers according to specific requirements, including consignment orders, sales representative inventory requests, loan kits, free of charge deliveries and returns
• Providing a high level of service and responsiveness with all enquiries including but not limited to order and delivery follow up, product availability, pricing, invoicing queries, disputes or discrepancies
• Run reports as necessary
• Maintain documentation in accordance with quality and financial audit requirements
• Work in adherence to quality and compliance processes
• Contribute to a positive team environment and provide colleagues with support
• To represent Boston Scientific values and perform your role with integrity
• Establishes and promotes a work environment that supports the Quality Policy and Quality System.

KEY COMPETENCIES REQUIRED FOR SUCCESS

Relationship Building 

• Establishes and maintains strong relationships internally and externally. Contributes to a culture of respect, diversity, and inclusion. Earns the respect and trust of others through effective interpersonal skills, integrity and authenticity.

Customer Focus

• Identifies customer needs and ensures the effective delivery of high quality solutions, products, and services that meet or exceed customer expectations.

Communication

• Communicates effectively one-on-one and in groups. Openly shares knowledge and expertise. Listens actively and contributes to the open expression of ideas and opinions.

Adaptibility: 

• Responds resourcefully, flexibly, and positively when faced with new challenges and demands. Moves forward productively and optimistically under conditions of change or uncertainty.

Planning & Execution

• Implements initiatives and plans that align with individual or team objectives. Carries out initiatives with clear deliverables, milestones, accountabilities and measures of success.
• Pursues all assignments and projects until completion. Follows through on assignments to ensure successful completion.

Functional Expertise

• Stays up to date in area of expertise and demonstrates use of that knowledge to successfully achieve goals and objectives.

YOUR EXPERIENCE AND SKILLS

• Experience in a similar customer facing role
• Excellent attention to detail
• Ability to understand customer needs
• Previous experience with ERP / MRP Systems & MS Office Applications and reporting tools such as Tableau is highly regarded