Customer Service Representative

20 hours ago

Frenchs Forest, New South Wales, Australia Samson Medical Technologies Full time $60,000 - $80,000 per year

About the Role:

We are seeking a reliable and detail-oriented Customer Service Representative to join our team on a full-time basis. This role is ideal for someone with strong organisational skills and a customer-first attitude, responsible for supporting order fulfilment, customer communication, and general administration across our operations.

Key Responsibilities:

Order Processing and Fulfilment


•       Oversee the timely and accurate processing of customer orders for medical devices, equipment, and consumables.


•       Ensure correct documentation and verification of orders, and coordinate with inventory and warehouse teams to support fulfilment.


•       Monitor order status, delivery tracking, and proactively resolve delays or fulfilment issues.

Customer Support and Assistance


•       Act as the primary point of contact for customer enquiries via phone and email.


•       Provide accurate and timely information relating to product availability, pricing, quotes, and shipping timelines.


•       Support customers with order placement, account updates, and payment coordination.

Inventory Management and Stock Control


•       Work with internal teams to maintain accurate inventory records and stock levels.


•       Monitor stock availability and replenishment needs to meet customer and operational demand.


•       Raise purchase orders and liaise with suppliers to manage lead times and prevent backorders.

Order Tracking and Shipment Coordination


•       Track all orders from placement through to delivery and ensure accurate, on-time dispatch.


•       Liaise with logistics providers and couriers to organise shipments and resolve freight issues.


•       Communicate shipment tracking details to customers and provide updates where necessary.

Customer Relationship Management (CRM)


•       Build and maintain strong working relationships with customers, clinicians, and healthcare providers.


•       Record and act on customer feedback regarding service, delivery, or product-related concerns.


•       Use ERP and inventory systems (such as Cin7 Core) to manage customer data and transaction history.

Compliance and Regulatory Support


•       Ensure all order processing and customer support practices comply with relevant regulatory, industry, and company standards.


•       Maintain familiarity with documentation requirements for medical device distribution and respond to related customer queries.


•       Support internal compliance initiatives and audits as needed.

Key Requirements:


•       Previous experience in customer service, order fulfilment, or warehouse support preferred


•       Strong communication skills, both written and verbal


•       High attention to detail and accuracy


•       Proficiency with Google Workspace, Microsoft Office, and experience with ERP or inventory systems such as Cin7 Core preferred


•       Ability to work independently and collaboratively in a fast-paced environment


•       Availability to work full-time, Monday to Friday, onsite at Frenchs Forest.

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