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Customer Service Representative

4 months ago

East Brisbane, Queensland, Australia Abbott Full time

Overview

Join our team and be responsible for various customer service tasks that are essential for our operations. From processing orders to handling customer communication, you'll play a key role in ensuring customer satisfaction every day.

Responsibilities

Technical / Operational

  • Process customer orders efficiently for both domestic and international clients
  • Keep customers informed about order status, backorders, delays, and product issues
  • Respond promptly to inquiries, quotes, returns, and complaints
  • Manage inbound phone calls professionally using the designated application
  • Analyse and solve escalated customer problems
  • Handle credits and liaise with logistics partners
  • Utilize customer EDI portals when needed
  • Manage customer standing orders and support the commercial team with inquiries
  • Assist with planning and inventory control tasks
  • Identify and implement improvements in customer service procedures

Internal Systems and Processes

  • Follow all SOP's and work instructions diligently
  • Adhere to Human Resources Policies & Procedures
  • Ensure that processes meet department objectives within set timelines

Customers

  • Provide exceptional assistance and advice to all customers
  • Build strong relationships with customers and various teams within the company

Financial

  • Follow financial procedures accurately

People Management and Development

  • Take ownership of your work and attend follow-up meetings with your manager as needed
  • Engage in necessary training and development opportunities

Conduct

  • Conduct all activities in compliance with employment policies, health & safety regulations, and Corporate policy
  • Uphold a high standard of quality and customer focus
  • Promote Customer Service standards throughout the organization
  • Adhere to Abbott's Code of Business Conduct
  • Embody Abbott Values – Pioneering, Achieving, Caring, Enduring

Reporting to

  • Customer Service Manager

Qualifications and Experience

Essential

  • Prior experience in Order Processing
  • Previous experience in a Customer Service/Customer facing Role

Desirable

  • Experience with export orders & documentation
  • Knowledge of healthcare terminology and products is a plus

Competencies and Attributes

Technical / Operational

  • Strong attention to detail
  • Independent approach to tasks
  • Excellent spelling and grammar skills
  • Hardworking and conscientious
  • Motivated to learn and grow
  • Punctual and reliable
  • Enthusiastic about delivering top-notch customer service
  • Excellent productivity and organizational abilities
  • Skilled in problem-solving and handling complaints

Internal Systems and Processes

  • Proficient in using business software like Office 365, ERP systems, and CRM systems
  • Capable of planning and prioritizing work effectively

Customers and external stakeholders

  • Strong oral and written communication skills
  • High levels of integrity and diplomacy
  • Ability to maintain confidentiality at all levels

An Equal Opportunity Employer

Abbott values diversity in our workforce and provides reasonable accommodation for individuals with disabilities. Join us and be part of our inclusive team.