Customer Service Officer

**The Position**:
This position will be responsible for receiving, recording, processing, documenting, and filing customer orders, claims, master data changes, inquiries, and complaints in accordance with BI and statutory requirements, policies, and procedures. Ensure every interaction has a customer focus while preserving business objectives.

Positively and professionally represent the Commercial Supply Chain team and thereby BI by providing excellent customer service levels by responding quickly and efficiently to internal and external customer inquiries and maintaining high levels of customer satisfaction by providing appropriate solutions.

Achieve business results by obtaining insight into the objectives of the business units and collaborating within the team to deliver results.

**Task & Responsibilities**:

- Manage and resolve incoming calls, enquiries, purchase orders, claims and rebate processing accurately and timely. Maintain customer master data records. Establish a positive rapport with every caller.
- Build and maintain trading relationship and trust with customers through accurate (genuine/honest), consistent and collaborative communication.
- Strive to meet personal customer resolution targets for order processing, call management, claims handling, and administration activities. Contribute to team effort and support team objectives where skills and abilities allow and actively contribute to knowledge-sharing culture through active participation and collaboration.
- As a critical function within the organization high ethical standards are imperative and will ensure the Commercial Supply Chain Team can achieve high levels of productivity and service. It is therefore essential to understand and comply with organizational principles, standards, policies and procedures.
- Understand and comply with information management responsibilities and records retention in accordance with legislation, regulations and standards and BI internal policies and procedures. This extends to communication procedures, guidelines, and policies.
- Generate and distribute customer related reports from reporting suite to meet internal and external reporting obligations. Reporting requirements are often fluid, and flexibility must be displayed in understanding the requirements and finding a resolution.

**Essential and Desirable Skills and Experience**:

- Interpersonal skills: creating positive interactions with customers is an essential part of Customer Service. Professional and courteous behavior is necessary in every customer interaction.
- Listening skills: Customer Service Officers must listen carefully and understand a customer’s situation in order to help them. Listen & interpret.
- Problem-solving skills: Customer Service Officers must determine solutions to a customer’s problem. By resolving issues effectively, Customer Service can contribute to customer loyalty and retention. Diplomatic and customer orientation will be necessary in situations where claims or complaints cannot be validated or processed.
- Patience: Officers should be patient and polite, especially when dealing with difficult or irate customers.
- Attention to detail (order processing, pricing inconsistencies), excellent written and verbal communication skills, documentation of processes and customer enquiry resolution.
- Ability to prioritize, multitask, and time management skills
- Previous customer service experience - B2B essential
- Dealing with wholesalers, vets, (damages, late delivery, supply of stock, stock delay)
- SAP R3 Experience
- Microsoft office suite knowledge - intermediate

**What we offer**:
Boehringer Ingelheim offers a competitive remuneration and industry-leading lifestyle benefits including health insurance and a free and confidential Employee Assistance Program.

**We want the best to apply**:
Boehringer Ingelheim is a global employer who takes pride in maintaining a diverse and inclusive culture. We embrace diversity of perspectives and foster an inclusive environment which benefits our people, patients, and communities.

If you would like to be part of this highly driven and successful team, please submit your CV and a covering letter addressing the key criteria above.
You must have the right to live and work in this location to be considered for this opportunity.

Thank you for taking the time to consider a career opportunity with Boehringer Ingelheim. As part of our efforts toward continuous process improvement, you may receive a short survey pertaining to this recruitment process. We really appreciate your honest feedback. Thank you.

It is Boehringer Ingelheim's policy not to accept speculative resumes from Agencies, unless the role has been released directly to the agency. If we require your assistance on any roles, we will contact you at the time.

**Position Area**:
Supply Chain

**Position Location**:
NSW

**Organisation**:
BI - Australia

**Schedule**:
Full-Time

LI-BI