Customer Service Specialist

7 months ago

Sydney, Australia Masimo Full time

**Job Summary**:
The primary responsibilities of this role include timely and organised logistics management of stock deliveries, stock shipments, stock warehousing, and to facilitate the customer product repairs process, liaising with Customers and the Masimo Technical Services team. This position will support the country manager with office administration management.

The Customer Service Specialist also assists with customer order completion, from receipt of purchase order through to pick and pack and shipment to customers. As a member of the Sales Operations Team responsiveness to customer enquiries is also required.

The Customer Service Specialist works closely in a team environment with the Sales Operations Specialist and, and other duties may be assigned and prioritised by the Sales Operations Manager South Korea.

This position demands a driven, high-energy, dedicated team player who can work well under pressure, catch on quickly and someone who is adaptable to change but can also stick to a routine with superb time management skills. Excellent communication skills (written and verbal) and a high level of attention to detail are required.

**Duties & Responsibilities**:
**Logistics**
- Receiving
- Receive in stock replenishment orders
- Physically check completion of all orders on arrival
- Visually inspect, check completion of all orders, reporting defects or concerns to the Sales Operations Managers
- Enter stock arrivals into the Expandable ERP system

**Warehouse Inventory Management**
- Warehousing
- Manage 3PL to organize and maintain a logical and accessible system for all warehoused stock by physically separate incoming vs outgoing stock
- Work with 3PL to ensure timely execution of all customer orders by assisting with the Pick & Pack process
- Immediate escalation of unresolved order fulfilment to the Sales Operations Manager
- Inventory Control
- Assist 3PL with stocktaking and stock management
- Advise Sales Operations Specialist of low stock levels
- Assist with physical inventory counts if required

**Product Repair Process**
- Repairs Management
- Manage shipment of customer product returns to the US Tech Services Department
- Communicate with customers to ensure complete complaint reporting, including accuracy in detail, to accelerate the repair process
- Ensure all returns include the required authorisation via the RMA form
- Account for all customer product components at all times
- Liaise directly with Tech Services in APAC and US as required
- Manage customer technical queries via assistance and advice from Tech Services
- RMA Returns
- Advise customers of the RMA process
- Receive in all products for repair with the RMA from customers
- Unpack and visually inspect RMA product when received from field in preparation for return shipment to Tech Services
- Advise Tech Services APAC on data entry for Agile and Expandable that is required
- Arrange transport services for returns to the US for repair
- Review packing slips from US Tech Services to Korean customers for repaired items, and advise customers of imminent return
- Log all episodes of repaired items in local data repository for quality management review

**Customer Service**
- Pick & Pack Orders
- Assist 3PL with Pick & Pack, when required
- Enter Customer Purchase Orders into the Expandable ERP system
- Check prices on all Customer Purchase Orders match contract or quote prices
- Check all details on customer orders including address, special requests, part numbers, part descriptions, quantities are correct
- Resolve incorrect or incomplete orders by immediate and direct communication with customers and / or the sales person
- Proactively manage customer delivery requirements such as delivery times or specific and detailed instructions where required
- Customer Enquiries
- Respond to customer queries on pricing, proof of delivery (POD), shipment tracking, and etc.
- Prioritise answering of phones and rapid response to all customer queries
- Assist with customer queries regarding order status or other related issues
- Provide basic customer support and gather information to help trouble shooting for technical issues

**Office Administration Management**
- Coordinate office expenses and activities including supplies ordering and re-stocking, cleaning management etc.
- Office Administration
- Maintaining office supplies and overall maintenance of the office.
- Other duties as assigned

**Minimum & Preferred Qualifications and Experience**:
**Minimum Qualifications**:

- Minimum two (2) years customer service experience
- Proficient computer skills: order entry, MS office, particularly MS Excel
- Organized, attention to detail, logical and cares about precision
- Excellent problems solving skills and ability to work independently
- Punctual, results oriented, a self-starter, can wear many hats, has experience in busy work environments
- Trustworthy and professional

**Preferred Qualifications**:

- Familiarity with medical dev

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