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Customer Service Officer
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About Us
Haines Medical is a dynamic and innovative business focusing on specialty products in Infection Control and Manual Handling. Haines works in consultation with healthcare professionals to design and develop products that meet the specific needs of hospitals, healthcare facilities, and their patients.
About the role:
The Customer Service Officer is responsible for processing customer orders, track and trace-, product and general service enquires received by Haines Medical Australia (HMA) and providing a high level of customer service to both internal and external customers in accordance to relevant policies and procedures
Key duties and responsibilities:
- Efficient and accurate processing of customer orders using SAP;
- Arrange dispatch of orders using relevant consignment system;
- Answer inbound phone calls using a telephony system as per service level agreements;
- Action all inbound service/enquiry requests through CRM;
- Maintain customer interaction records;
- Liaise with customers regarding back orders and pricing and other discrepancies;
- Investigate customer enquiries and respond to customer requests;
- Investigate customer disputes and process corrective actions or transactions (returns, credits etc.) according to the relevant policies and procedures;
- Maintenance of records and documents relating to order processing;
- Report and investigate non-conforming transactions and processes to prevent service inconsistencies;
- Review and action reports for non-conforming transactions to address service inconsistencies to prevent a customer dispute;
- Receiving, picking and packing, consigning and dispatching sample requests;
- Sample order pick, pack and dispatch;
- Ad hoc reporting;
- Additional duties is required.
Experience required: (including technical)
- Understanding of Device Technologies policies and procedures including any vaccination and background checks in line with your role and responsibilities.
- 1+ years Customer Service Experience;
- Excellent communication skills, written and verbal;
- General professionalism and confidentiality;
Desirable:
- SAP experience
- Comprehensive Microsoft Office skills – Outlook/Word/Excel
Salesforce experience
If this sounds like you, please submit a CV and cover letter.
Interested?
To apply for this opportunity, please click on the 'apply' button to be redirected to our candidate application portal.
At Haines, we are motivated by the opportunity our equipment provides to change people's lives. We have a clear vision to ensure all our people feel valued and respected, can be themselves and can flourish as contributors to the success of our business.
Our promise is all qualified applicants will receive consideration for employment without regard to diversity of race, gender, sexual orientation, religion, ethnicity, disability, age and all the other wonderful characteristics that make us different.
Please note: Haines will undertake pre-employment checks via our accredited background check provider for the successful candidate to ensure that Haines is meeting legislative obligations and the information a candidate provides is accurate. For all roles, an offer of employment will be subject to the following preemployment checks: identity check, reference checks, right to work in location (checks for visa holders), police integrity. By proceeding and applying for the role, you acknowledge our hiring process and agree to undertake the required pre-employment checks if successful.
It is also a mandatory requirement for certain roles within our organisation, where the successful applicant may be required to present certifications and/or vaccinations status as per role requirements. Evidence of certificates or vaccination status will be requested during the interview process by management to qualify fit for role and prior to any offer.
