Customer Service Representative

Join us today and make a difference in people's lives

GENERAL INFORMATION

Job Title: Customer Service Representative

Department: Commercial - CS

Reports to: Commercial Operations Manager

JOB CONTEXT

LivaNova Australia and New Zealand represents an organization of around 70 employees. It includes a commercial team of field employees encompassing Sales, Marketing, Medical Science Liaison and Service Engineer profiles; employees in office support functions and an Operations team consisting of production, warehouse, engineering and design personnel.

The purpose of the Customer Service Representative role is to provide outstanding customer service to all internal and external customers, undertake administration duties where required, represent the company in an ethical and professional manner and adhere to company policies and procedures at all times.

ESSENTIAL JOB FUNCTIONS
- Answering phone in timely manner (within 3 rings as per company policy)
- Communicating with customers through various channels
- Responding to all replenishments of consignment stock orders in a timely manner
- Responding to all customer enquiries (internal and external) within 24 hours to resolve issues/enquiries in a timely manner
- Ensure all invoices are processed within 24-hour period where purchase order is provided
- Follow up and communication with Territory Managers for purchase orders and other related items
- Patient tracking information to be sent in a timely manner
- Tracking of orders and providing POD when required
- Booking freight daily/as required
- Assisting with inventory control where required
- Organising/collating/processing reports as required
- Filing - paperwork trail monthly
- Stock take as required - cycle counts and consignment/boot stock
- Contributing to team effort by accomplishing related tasks as needed
- General office duties as required
- Collaboration with other departments

Work Context

Responsible for Others' Health and Safety — Ensures statutory and company policy obligations around occupational health and safety are observed in the facility.

Wear Common Protective and safety Equipment — Job requires the incumbent to wear protective and safety equipment when required, consistent with statutory requirements and company policy.

Time Pressure — Job requires the incumbent to meet strict deadlines.

Responsibility for Outcomes and Results — Incumbent is responsible for work outcomes and results of their function

Contact with Others — Substantial face-to-face contact is required with internal and external stakeholders

Freedom to Make Decisions — Ability to make decisions around processes and methodologies that better achieve objectives

Work with Work Group or Team — The role works closely with the Customer Service team, Senior Management Team, Sales Directors per Franchises, Purchasing, Accounts, Warehouse, Manufacturing and LivaNova International colleagues.

KNOWLEDGE, SKILLS & ABILITIES
- Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
- Excellent interpersonal, negotiation and collaboration skills with proven ability of maintaining positive relationships with vendors, suppliers, customers, and internal stakeholders
- Ability to communicate effectively with different levels in the business
- Effective problem solving and troubleshooting skills
- Ability to prioritize and work under pressure
- Excellent organizational skills
- The ability to manage multiple tasks simultaneously and effectively
- Excellent English proficiency

EDUCATION, QUALIFICATIONS & EXPERIENCE
- Bachelor's degree in business or similar
- 3 - 5 years’ experience as a customer service representative preferably in a manufacturing/production setting of medical devices
- Solid MS Office skills
- Exposure to ERP preferably Exact

VALUES
- Patients First: Our Shared Purpose is to improve the lives of patients.
- Meaningful Innovation: We develop novel products and therapies to address multiple disease states.
- Act with Agility: We challenge ourselves to continuously improve and act nimbly.
- Commitment to Quality and Integrity: We dedicate ourselves to high quality and integrity in everything we do.
- Collaborative Culture: We value diversity of thought and our collective strength as a team.

Our commitment to Diversity & Inclusion:

- LivaNova values equality and celebrates diversity. We are committed to ensuring that our recruitment process is fair, transparent and free from unlawful discrimination._

Background Checks at LivaNova:

- Upon successful completion of the hiring process an offer may be extended. Please note, LivaNova reserves the right to conduct background investigations and/or reference checks on all its potential employees, where permitted by local legislation. This offer therefore, is contingent upon a clearance of such a background in