Customer Service Administrator

We are seeking to appoint a Customer Service Administrator (Fixed Term Contract) in our Australia/New Zealand (ANZ) office in Tullamarine, Melbourne.

To serve as the initial point of contact for the company and maintaining exceptional customer service and support. The job duties include processing orders, managing enquiries, and providing daily assistance to customers and the internal team. The primary objective of this position is to ensure that customer needs are met, and that the sales team is provided with necessary equipment, sales updates, and stock positions. Collaboration with the warehouse team is critical to the success of customer service. Additionally, the Customer Service/Sales Support role directly supports the Supply Chain function for Australia and is instrumental in establishing a strong reputation for Norbrook's high level of service.

**Main Duties/Responsibilities**:

- Being the first point of contact for Norbrook Laboratories New Zealand - answering phones for all queries, maintaining and responding to the enquiries inbox in a timely manner
- Accurate execution of wholesale, retail and vet clinic orders from beginning to end, with pre-sale and post-sale support
- Providing a high level of customer service with quick and efficient resolution and timely communication of order ETA’s, issues or foreseeable delays
- Daily dispatch reconciliation and invoicing as per company policies
- Collaborate with other departments such as sales, marketing, and logistics to ensure a seamless customer experience

Preparing and issuing weekly sales and inventory reports internally, providing regular updates to the sales team and management Sales support
- Working alongside the regional sales team to maintain and support customer relationships
- Identify and document sales opportunities and risk, providing regular updates to the sales and management teams
- Supporting customer agreements
- Maintenance and implementation of relevant SOP’s
- New customer and supplier account forms, working with the accounts receivable and payable team to ensure all documents are completed to set up new accounts
- Credit limit reviews to ensure room for business growth or flag any issues with customer payments
- Develop wholesale price lists as required and ensure accurate information is shared and updated regularly
- Office administration and maintenance of amenities along with other ad hoc duties as required such as stock reconciliations, projects, accounts assistance, data entry
- Responsible for receiving and reporting adverse events in line with Pharmacovigilance procedures
- Any other duties as deemed necessary by management

**Essential Criteria**:

- A self-motivated, customer focused individual with at least 2 years previous relevant customer service experience.
- A well organised person, who has a strong work ethic and enjoys working within a small team.
- Excellent communication skills, have the ability to manage multiple priorities and strive to achieve above and beyond customer expectations.
- Experience in the use of Microsoft software is required.

**Desirable Criteria**:

- Knowledge of the veterinary industry
- Working knowledge of SAGE Evolution

**Duration**: Temporary to cover maternity,

**Working Hours**: Hours of work will be 11am-3pm Monday to Friday (Tuesday and Thursday in the office; the remaining days with the option to work from home).

**Job Types**: Part-time, Fixed term
Contract length: 12 months

Expected hours: 20 per week

Schedule:

- Day shift
- Monday to Friday

Ability to commute/relocate:

- Tullamarine VIC 3043: Reliably commute or planning to relocate before starting work (required)

Work Authorisation:

- Australia (required)

Work Location: Hybrid remote in Tullamarine VIC 3043