Customer Service

Company description:

About us:

Symbion is a division of the EBOS Group. With over 5,000 employees in 115 locations across Australia, New Zealand, and Southeast Asia, EBOS Group is the largest and most diversified Australasian marketer, wholesaler and distributor of healthcare, medical and pharmaceutical products. It is also a leading marketer and distributor of recognised animal care brands.

EBOS Group is publicly listed on the New Zealand and Australian stock exchanges.

Job description:

The opportunity:

As a Customer Service & Outbound Sales Executive, you will play a pivotal role in delivering exceptional customer service while actively contributing to business growth. Your main responsibility will be managing the entire order process, ensuring a smooth and efficient supply experience for Symbion Consumer Products customers. Serving as the first point of contact, you will address customer and consumer inquiries, process orders, and coordinate stock availability and dispatch with customers and third-party service providers.

In addition to customer service, this role features a strong outbound sales focus. You will take ownership of a dedicated portfolio of customers within a defined region, driving both retention and expansion. By making a minimum of six proactive engagement calls per day, you will foster customer relationships, promote sales, and explore new business opportunities. You will work closely with the sales team to ensure successful implementation of business initiatives and continually enhance customer satisfaction.

You will also play an essential role in administering product quality and pharmacovigilance reporting processes to ensure compliance and maintain high standards of product safety.

This is an exciting opportunity for a results-oriented, customer-focused professional who thrives in a fast-paced environment and enjoys balancing service excellence with sales success.

What you will do:

• Respond promptly to inbound calls and inquiries from consumers and retail partners.
• Process customer orders accurately and manage order-related correspondence.
• Collaborate with operations and inventory teams to track orders and maintain stock levels.
• Address customer complaints by providing effective solutions, ensuring timely follow-up, and escalating issues when necessary.
• Liaise with suppliers, marketing, and regulatory team to resolve customer and consumer issues.
• Oversee returns and re-supply of faulty or replacement stock.
• Handle credits and claims efficiently within required timeframes.
• Administer product quality and pharmacovigilance reporting processes.
• Achieve monthly sales targets and budgets for key accounts and assigned territories.
• Monitor, track, and drive the expansion of distribution for our portfolio of brands and products.
• Work closely with the sales team to process orders, resolve issues, and strengthen retailer relationships.
• Accurately record distribution, customer interactions, and profile updates in Otto (Salesforce) as needed.
• Participate in ongoing training to stay informed on product knowledge and industry updates.
• Support local teams during events and expos.
• Assist with various administrative tasks as required.
• Comply with EBOS Occupational Health and Safety (OHS) policies and procedures.

What we are looking for:

• 2+ years of relevant experience in the pharmacy, grocery, or specialty retail FMCG sector.
• 2+ years of experience in a customer service-related role.
• Excellent communication skills, both verbal and written.
• Strong relationship-building and influencing skills.
• Highly self-motivated with a results-driven mindset.
• Strong planning and organizational skills.
• A strong work ethic and high level of integrity.
• Proficiency in Microsoft Excel and PowerPoint.
• Experience using CRM and ERP systems (e.g., Salesforce, Navision, Orion, SAP).

We offer:

Benefits

This is a unique opportunity to work in a company where you are valued, given the recognition you deserve and suitably rewarded for your hard work.

Other benefits include:

· Employee Share Plan;

· Company Paid Parental Leave;

· Employee Assistance Program for Mental Health Wellbeing;

· Staff Awards;

· Employee Referral Program;

· Health Insurance Discounts;

· And More.

We are committed to fostering a workplace that values diversity and inclusion. As an equal opportunity employer, we actively strive to build a gender-equitable team and cultivate a culture that embraces individuals from all walks of life. We welcome applications from candidates of diverse backgrounds, abilities, ages, and cultures (including First Nations Peoples).

Our commitment to inclusivity extends to supporting candidates with disabilities throughout the recruitment process. If you require any accommodations due to disability, please inform us by reaching out to We believe that a diverse and inclusive workforce enriches our organisation and contributes to our success.

How to apply

If you believe that you have the necessary attributes to succeed in this challenging and rewarding role, please click 'APPLY' now and submit your application.

Pre-employment checks may be required and will be discussed with the successful candidate.

We are unable to proceed with your application if your current visa restrictions preclude you from being able to perform the role in line with immigration laws.

No agency assistance will be required.