Customer Service Specialist - AU (VIC based)
Arthrex, Inc. is a global medical device company and a leader in new product development and medical education in orthopedics.
Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients BetterTM.
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
Port Melbourne Warehouse (3-4 days per week required in the Warehouse +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.
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
Work Schedule Requirements
Liaise with third-party logistics (3PL) providers to coordinate deliveries, request Estimated Time of Arrival (ETA) updates, and obtain Proof of Delivery (POD) documentation.
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.
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 BetterTM, 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
Arthrex Australia and New Z and is proud to be Great Place to Work CertifiedTM 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.
All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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