Customer Service Team Member

About Toll Group

At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge - big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post —

Global Logistics provides sophisticated supply chain solutions, from end-to-end or part solutions, warehousing and distribution to dedicated transport solutions, across the globe and to some of the most remote corners of the world.

Our customers produce goods from various parts of the healthcare ecosystem. From consumer healthcare products like vitamins to medical devices like contact lenses and robotic surgical instruments, Toll has the expertise and certifications to move and store various types of pharmaceutical and healthcare products. In specialised purpose-built facilities, our team can also manage unit dose packaging and vaccine storage and handling in cold rooms.

Customer Service Team Member - Eastern Creek, NSW

The Opportunity

The Customer Service Team Member plays a vital role in supporting Toll Healthcare's national operations by delivering high-quality, compassionate service across the customer portfolio.

This role is critical in delivering exceptional service to all patients, home patients, healthcare professionals and caregivers who rely on nutrition products during some of the most challenging times in their lives. Our customers include individuals with complex medical needs, often under significant emotional and physical stress. Your ability to listen, empathize, and respond with patients will directly impact their wellbeing.

In addition to managing day-to-day customer interactions and resolving service enquiries, you will play a key role in learning and understanding the product portfolio to provide accurate guidance and support. The role also ensures seamless communication between external customers and internal teams, supports operational efficiency, and maintains compliance with Toll's service standards and healthcare regulations.

You may also be assigned additional duties by management to support business needs and contribute to continuous improvement initiatives.

As a Customer Service Team Member, you will:
- Deliver empathetic, professional support to all patients, homecare patients, caregivers, and healthcare professionals across national healthcare accounts.- Accurately process orders and coordinate timely deliveries, proactively communicating any delays or changes to minimize patient impact.- Resolve service issues, complaints, and claims with sensitivity and efficiency; escalate when necessary.- Develop strong product knowledge, particularly the customers nutrition range, to confidently assist with inquiries and product selection.- Use SAP or similar systems for order tracking, customer management, and documentation.- Collaborate with inventory, warehouse, transport, and clinical teams to ensure seamless service delivery.- Support onboarding of new customers and ensure smooth integration into Toll systems and processes.- Maintain accurate records of customer interactions and service requests in line with Good Documentation Practice and healthcare regulations.- Monitor service performance metrics and assist in preparing reports for internal and external stakeholders.- Contribute to continuous improvement initiatives and participate in team meetings and service improvement discussions.

Primary Responsibilities & Decisions/Level of Authority-
- Make informed decisions within established guidelines to ensure smooth service coordination.- Maintain documentation standards in line with Good Documentation Practice and healthcare regulations.- Collaborate with internal stakeholders to support consistent and high-quality service outcomes.- Participate in service reviews and contribute insights to continuous improvement efforts.- Ensure alignment with Toll policies, procedures, and industry standards.- Engage in ongoing training and development to maintain up-to-date knowledge of systems, processes, and healthcare requirements.- Achieve performance goals, including maintaining high service quality.

About you

In order to be successful in this role, you will need:
Knowledge/Experience- Solid understanding of the healthcare industry and its regulatory environment.- Experience in customer service within healthcare, logistics, or related settings.- High attention to detail in processing orders and maintaining accurate documentation.- Demonstrated empathy and patience when supporting individuals in vulnerable situations.- Willingness to learn and develop deep product knowledge, particularly in enteral nutrition.- Proven ability to work collaboratively with internal and external stakeholders in a team-focused environment.

Technical/Professional- Str