Customer Service Specialist

Company description:

Arthrex, Inc. is a global medical device company and a leader in new product development and medical education. We are a privately held company that strives to accomplish our corporate mission of Helping Surgeons Treat Their Patients Better.

Job description:

Benefits and Highlights:

• Attractive Base Salary and incentive structure
• Annual cash allowances for health insurance & wellness
• Excellent leadership, mentoring support with ongoing training & development
• Great reward and recognition programs
• Enjoy complimentary lunches and free on-site parking as part of our workplace perks.
• Location: Frenchs Forest OR Arndell Park (3-4 days per week required in the office +Hybrid)

About the role:

An exciting opportunity for a customer service professional to join a Global leader in medical devices. In this fast-paced, high-performing team, you'll play a key role in delivering customer excellence, whilst leveraging your analytical mindset and keen attention to detail to manage every aspect of the Order to Cash (OTC) cycle with precision and care.

Reporting to the Customer Service Billing Lead, you will play a pivotal role in ensuring seamless service delivery across the business. Your responsibilities will include processing and managing customer orders, responding to inbound enquiries from hospitals and internal sales teams, and overseeing consignment order logistics and returns.

As part of our high-performing and collaborative team, you'll also establish strong relationships with customers and work closely with both local and national Operations and Sales teams whilst engaging with stakeholders across multiple areas of the organisation to support end-to-end service excellence.

Essential Duties and Responsibilities:

• Purchase Order Management

Demonstrated expertise in validating and accurately entering customer purchase orders, ensuring compliance with internal standards and customer requirements.

• Performance and Productivity

Consistently meet or exceed assigned Key Performance Indicators (KPIs) and daily/weekly order processing quotas while maintaining high levels of service quality and accuracy.

• Order Processing via Esker

Efficiently process customer orders using the Esker platform, ensuring all data entries uphold integrity, accuracy, and compliance with company policies.

• Order Confirmation and Updates

Verify order details and proactively communicate updates such as backorder notifications and shipment changes through Esker to ensure customer transparency.

• Backorder Management

Regularly generate and review back-order reports to identify potential delays. Collaborate with customers and the Commercial Team to manage expectations and provide timely updates.

• Customer Inquiry Resolution

Troubleshoot and resolve non-order-related inquiries with professionalism and urgency, contributing to a seamless and positive customer experience.

• Inbound Call Handling

Skilled in managing customer interactions by phone, including inbound support and outbound follow-ups, with a confident and professional approach.

• Logistics Coordination

Liaise with third-party logistics (3PL) providers to coordinate deliveries, request Estimated Time of Arrival (ETA) updates, and obtain Proof of Delivery (POD) documentation.

• Work Schedule Requirements

Ability to work in a hybrid environment, typically 3-4 days in the office and 1-2 days remotely, as determined by business needs.

Flexibility to work extended hours during peak periods, including month-end, quarter-end, and fiscal year-end, to ensure timely order processing and invoicing.

• Credit Processing and Billing Discrepancy Resolution

Process credits and rebills in strict accordance with company policies and procedures.

About the Requirements:

Education and Experience:

• Minimum of 2 Years' Customer Service Experience required
• Strong knowledge of SAP ECC Sales and Distribution (SD) module, including the full Order-to-Cash (OTC) process.

Knowledge and Skill Requirements/Specialized Courses and/or Training:

• Strong analytical and problem-solving skills
• Effective written and verbal communication in English
• Proven ability to collaborate and contribute within a team environment
• Proficiency in phone and computer use, with multitasking capabilities highly regarded
• High attention to detail, with the ability to perform under pressure and maintain urgency in a fast-paced setting

Machine, Tools, and/or Equipment Skills:

• Intermediate proficiency in Microsoft Excel, including data entry and basic functions
• Solid working knowledge of Microsoft Outlook

About Arthrex

Arthrex is a global medical device company and leader in new product development and medical education in Orthopaedics. With a corporate mission of Helping Surgeons Treat Their Patients Better, Arthrex has pioneered the field of arthroscopy and develops more than 1,000 innovative products and procedures each year. We are a privately held company with a family business culture committed to delivering uncompromising quality to the health care professionals who use our products, and ultimately, the millions of patients whose lives we impact.

Great Place to Work Certified 2024/2025:

Arthrex Australia and New Zealand is proud to be Great Place to Work Certified based on feedback from our dedicated and growing team. We are renowned in our industry for our positive culture, integrity, leadership, and inclusivity. Join us at Arthrex, where your career can truly thrive.

Applicants must have full Australian work rights to be considered at this time.