Customer Care Manager Anz

3 days ago

Macquarie Park, Australia LifeHealthcare Full time

New position for leading independent Medical Technology distributor
- Pivotal time for a leader to join our transforming organisation
- Hybrid role managing Customer Care Teams across Australia and New Zealand

At LifeHealthcare we believe Australian and New Zealand healthcare professionals and patients should have access to world-leading medical devices, whilst ensuring long-term economic sustainability within the healthcare system. As a leading independent distributor of medical technology, we bring innovative medical solutions to healthcare professionals by partnering with world leading companies who share our vision for innovation and making a real difference to people’s lives.

At LifeHealthcare, our passion is health, and our purpose is helping to make life better for others. As an organisation, we are guided by a set of values - Accountable, Agile, Authentic and Customer Centric that define our character and culture. We encourage and support employees to live our values every day, whilst offering a range of benefits including health insurance discounts, career opportunities across the EBOS Medical Technology Division, generous parental leave, employee referral programs, opportunity to purchase leave, volunteer leave, flexible work arrangements and financial rewards for individual and company performance.

**The Role**
The Customer Care Manager is responsible for the leadership and transformation of the customer care function. This includes motivating a team of customer care coordinators and team leaders across Australia and New Zealand to provide exceptional customer service that meets and exceeds customer expectations. You will work closely with cross-functional teams, including sales, marketing, quality, and operations to ensure that all customer interactions are positive and effective. You will also continuously review, and improve the end-to-end customer care process, and implement strategies and systems.

**Responsibilities**
- Provide oversight and technical direction for order, inquiry and invoice management activities performed by Customer Care Coordinators and Team Leaders
- Develop accurate and timely reporting and insights for Customer Care
- Complaint handling and facilitation of action plans with Customer Care Team and Operations teams
- Developing financial and compliance controls
- Hire, develop, and engage key Customer Care talent
- Develop a technical training framework
- Build and maintain effective relationships with Supply Chain, Sales, Finance teams with the ability to influence, advise and support key decision makers
- Act as a Change Agent for business acquisitions; and when adopting new processes, systems and products
- Set and review KPI’s and targets for the team
- Identify and implement continuous improvement initiatives, focusing on automating processes and encourage the development of operational functions in conjunction with software programs and advancement to CRM, B2C and B2B functionality
- Support operations objectives including financial and budget requirements
- Occasional travel between Australia and New Zealand may be required

**We think you would be great in this role if you have**:

- Demonstrated experience managing high volume transactional Customer Care teams across multiple regions and geographies. This ideally includes Australia and New Zealand
- 5+ years demonstrated experience in managing and developing teams
- Experience in the medical device industry within similar role will be highly regarded
- Ability to understand “big picture” impacts of business decisions
- High levels of interpersonal and communication skills
- Ability to develop effective working relationships with Business Leaders, with the ability to influence, advise and support key decision makers
- Sound knowledge of IT systems and processes
- Previoius demonstrated ability to act as a positive change agent and can successfully manage and lead change
- A forward-looking approach and the ability to work in a fast-paced setting
- Demonstrated effective communication and engagement skills to critically present information in a structured way

LifeHealthcare is a company of the EBOS Medical Technology Division which also includes an allograft manufacturing (Australian Biotechnologies), an aesthetics division (Cryomed) and a South-East Asian distribution business (Transmedic). The mission of EBOS Medical Technology is to provide life-changing medical solutions to patients across Asia-Pacific. We have over 1,000 employees in the division, with exposure across 9 different countries. This gives us the opportunity to impact a greater number of patients and provide employees with a richer career experience through exposure to various market and therapeutic areas of medical technology.

If this sounds like something you want to be a part of, APPLY now for the opportunity to advance your career with a leading distributor, bringing world leading medical technology to patients in Australia and N

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