Customer Experience

About DBG Health
DBG Health is a leading Melbourne-based health, wellness, and beauty company with over 1,500 professionals dedicated to making wellbeing accessible to all. Our diverse portfolio, spanning Arrotex Pharmaceuticals, VidaCorp Consumer Brands, Independent Pharmacies of Australia Group, Axe Health Services and MyDNA reflects our commitment to affordable, innovative solutions. Guided by our values of Pioneering, Accountability, Collaboration, and Tenacity (our PACT), we foster a high-performing, values-led culture where people grow, support each other, and go above and beyond for our customers. At DBG, we are Defined by Good, because helping people feel better isn't just our purpose, it's our responsibility.

About The Role
Join Arrotex as a Claims and Customer Experience Coordinator and be at the heart of delivering exceptional, customer-focused service. You'll manage claims and customer interactions with empathy, accuracy, and efficiency, ensuring every need is met while exceeding corporate performance standards. This role enhances the overall customer experience, while building trusted relationships and making a tangible impact on customer satisfaction.

Role & Responsibilities

• Provide end-to-end support for customers and wholesalers, acting as a trusted point of contact to resolve issues promptly and clearly.
• Work with the Supply Chain and wider team to manage purchase order allocation, sales order tracking, product changeovers, and timely delivery to customers.
• Process stock credit requests, address pricing and distribution issues, and liaise with internal teams and direct customer contacts to ensure compliance and resolution.
• Maintain customer service and claims reports, update filing systems, manage SOPs, and contribute insights on trends and improvement opportunities to senior management.
• Manage inbound customer service phone lines, respond professionally to all interactions, and represent the customer perspective in planning and forecasting meetings.
• Adhere to health, safety and company policies, participate in training and development, and maintain knowledge of relevant customer, industry, and therapeutic landscapes.

Skills & Experience:

• Minimum 1-2 years in a telephone-based customer service role, demonstrating professionalism and clear communication.
• Experience with finance, inventory, or ERP systems such as SAP or QAD; able to work accurately and efficiently.
• Ability to identify opportunities for process or system improvements while managing tasks methodically.
• Proven ability to meet or exceed set KPIs and targets consistently.
• Comfortable managing a variety of tasks in a fast-paced environment while maintaining attention to detail.
• Tertiary qualifications in Business, Commerce, Sales, or Customer Service; APICS or similar supply chain certification advantageous.

Benefits & perks:
At DBG Health, we offer more than just a job - we offer a dynamic and supportive work environment where you can make a real impact. As part of our team, you'll have the opportunity to work alongside industry leaders, drive meaningful change, and grow both personally and professionally. DBG Health is Defined by Good. Our purpose is to create a world where feeling better is a right, not a privilege. Millions of people rely on us for access to affordable products and services that make them feel better. This is more than just a goal. It's our responsibility.

• Exclusive discounts on our consumer health, wellness and beauty products - including MCo Beauty, E.L.F Cosmetics, Nude by Nature. Chemists Own and many more
• Free membership to 28 by Sam Wood - 28 by Sam Wood is an online program designed to help Aussies get fit at home and live happier, healthier lives. From guided workouts and expert-created meal plans to motivational resources, it's designed for people of all fitness levels.
• Generous parental leave scheme - ask us about it
• Access discounted private health insurance through Australian Unity, AIA Health of NIB
• We are a values-driven business fostering a supportive and friendly team culture
• Enjoy the ability to work autonomously, empowering you to drive your own success.
• Convenient head office location close to public transport, cafes and restaurants
• Opportunity to grow your career across all divisions within DBG Health - Arrotex Pharmaceuticals, VidaCorp Consumer Goods, Independent Pharmacies of Australia Group and Axe Health Services.
• Ability to purchase additional leave to provide opportunity for employees to spend more precious time with family, travelling or even study
• Explore the option of paying for your vehicle costs through novated leasing

DBG Health is committed to fostering a workplace culture that is safe and accessible for all. We are an equal- opportunity employer and encourage applications regardless of cultural background, gender identity, sexual orientation, disability or neurodiversity. We strive to build a collaborative, inclusive workplace that is representative of the communities we work and live in.