Customer Service Team Member

Overview

Customer Service Team Member – Healthcare at Toll Group. Join to apply for the Customer Service Team Member – Healthcare role at Toll Group. Following our recent success in securing a new contract within the Healthcare division, we are inviting applications for experienced Customer Service Team Members to join our team at our Eastern Creek, NSW facility. We have multiple opportunities available for experienced customer service professionals to join Toll Healthcare's growing division. Toll Global Logistics provides sophisticated supply chain solutions, from end-to-end or part solutions, warehousing and distribution to dedicated transport solutions, across the globe. Our healthcare customers range from consumer healthcare products to medical devices, and Toll has the expertise and certifications to move and store various pharmaceutical and healthcare products, including unit dose packaging and vaccine storage in cold rooms.

Opportunity

Customer Service Team Member – Eastern Creek, NSW. The Opportunity: Following our recent success in securing a new contract within the Healthcare division, we are excited to invite applications for experienced Customer Service Team Members to join our team at our Eastern Creek, NSW facility. We have multiple opportunities available for experienced Customer Service industry professionals to join our growing healthcare division.

Responsibilities

• Deliver empathetic, professional support to all patients, homecare patients, caregivers, and healthcare professionals across national healthcare accounts.
• Accurately process orders and coordinate timely deliveries, proactively communicating any delays or changes to minimize patient impact.
• Resolve service issues, complaints, and claims with sensitivity and efficiency; escalate when necessary.
• Develop strong product knowledge, particularly the customers nutrition range, to confidently assist with inquiries and product selection.
• Use SAP or similar systems for order tracking, customer management, and documentation.
• Collaborate with inventory, warehouse, transport, and clinical teams to ensure seamless service delivery.
• Support onboarding of new customers and ensure smooth integration into Toll systems and processes.
• Maintain accurate records of customer interactions and service requests in line with Good Documentation Practice and healthcare regulations.
• Monitor service performance metrics and assist in preparing reports for internal and external stakeholders.
• Contribute to continuous improvement initiatives and participate in team meetings and service improvement discussions.

Responsibilities and Authority

• Respond to customer enquiries via phone, email, and system portals with professionalism and care.
• Make informed decisions within established guidelines to ensure smooth service coordination.
• Maintain documentation standards in line with Good Documentation Practice and healthcare regulations.
• Collaborate with internal stakeholders to support consistent and high-quality service outcomes.
• Participate in service reviews and contribute insights to continuous improvement efforts.
• Ensure alignment with Toll policies, procedures, and industry standards.
• Engage in ongoing training and development to maintain up-to-date knowledge of systems, processes, and healthcare requirements.
• Achieve performance goals, including maintaining high service quality.

About You

In order to be successful in this role, you will need:

Knowledge/Experience

• Solid understanding of the healthcare industry and its regulatory environment.
• Experience in customer service within healthcare, logistics, or related settings.
• High attention to detail in processing orders and maintaining accurate documentation.
• Demonstrated empathy and patience when supporting individuals in vulnerable situations.
• Willingness to learn and develop deep product knowledge, particularly in enteral nutrition.
• Proven ability to work collaboratively with internal and external stakeholders in a team-focused environment.

Technical/Professional

• Strong communication and interpersonal skills with the ability to engage professionally and compassionately across multiple channels.
• Proficiency in ERP and CRM systems; experience with JDA, SAP, or Salesforce is highly regarded.
• High-level computer literacy, including Microsoft Office.

Qualifications – Education And/or Professional

• Valid Driver's Licence.
• Tertiary qualifications in the healthcare sector or a related discipline is desirable.

What moves you?

At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change, and we see that as an opportunity to be curious, to ask the right questions, and to build meaningful connections. Toll's 16,000+ people collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to make decisions with impact. Learn and grow with industry-leading training and talented experts, and feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further.

Are you excited about this role but not sure you meet every requirement? We encourage you to apply anyway. Toll values a diverse, inclusive and authentic workplace, so if your past experience doesn't align perfectly, please talk to us—you may be the right candidate for this or other roles.

At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities.

To find out more about us visit www.careers.tollgroup.com

You must be entitled to work in Australia and be prepared to undertake pre-employment checks including a criminal history check and medical.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: Transportation, Logistics, Supply Chain and Storage

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