Customer Service Support Specialist

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients— that is what Vantive aspires to deliver.

We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us is driven to help improve patients’ lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.

**Position**: Customer Service Support Specialist

**Work Location**:Vantive Old Toongabbie, NSW Office

**Reporting Manager**: Customer Service Team Leader

**Normal Working Hours**: Mon-Fri 8:00-17:00

**Travel**: Not required

**Responsibilities**:

- Demonstrate a solid understanding of customer service processes, products, and the Customer Service organization, providing technical support for the Customer Service team and utilising skills to assist in urgent order management.
- Ability to manage complex issues and act as a first point resolution.
- Demonstrate well-developed ability to navigate key relationships between Customer Service and other key business units, including Planning and Fulfillment, Finance, Commercial Teams, and Shared Services.
- Manage complex customer administration processes, such as reporting, Invoicing, Reconciliation of ANZ PPT, credit disputes, complex credits.
- Ensure compliance and processing of invoices eg. consolidated vs split invoices.
- Support customer set up.
- Support the development and design of effective digital and non-digital customer ordering processes that support successful business outcomes.
- Processing POR and FOC and other special orders.
- Support onboarding and testing of EDI for new customers.
- Serve as a key point of contact in their area of expertise for internal Vantive functions and customers.
- Assist in onboarding and training of new team members, from a SME perspective.
- Assist as the first point of contact for escalations from the Customer Service Representative in their areas of expertise.
- Escalate complaints or issues to the Customer Service Team Leader as required.
- Complete compliance activities as required.
- Other duties as required.

**Qualifications**:

- Desire to deliver great customer service every time and ability to connect with a diverse range of people.
- An empathetic and resilient nature and being able to stay positive even when the pressure may be on, Strong customer service.
- Experience in a similar role within a fast-paced environment working in supply chain, preferably in the medical industry.
- Sound verbal and written communication with high attention to detail.
- High level accuracy, numeracy and demonstrated learning agility
- Strong computer skills with experience using a large ERP system (ideally JDE & Salesforces).
- Growth mindset or experience in process improvements will be highly regarded.

**Reasonable Accommodation**

**Recruitment Fraud Notice**

Vantive has discovered incidents of employment scams, where fraudulent parties pose as Vantive employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.