The Customer Service Representative will deliver customer service to internal and external customer, provide administrative support and perform general administration activities for the Customer Service Team. The role will support/back-up the other Customer Service Representatives to provide a high quality, responsive Customer Service (inbound) interface with BD's existing customer base, including dealers/distributors and customers.
Ownership of processing customer claims for credit and request for return of goods.
**Job Description**:**Responsibilities**:
- Answering customer enquiries relating to product information, pricing, stock availability and order shipment tracking.
- Processing of customer orders and sample requests.
- Processing and co-ordination of customer claims, including credits and returns, working closely with Sales and Marketing and Warehouse associates to ensure thorough investigation and processes have been followed.
- Proactively support Business areas, act as primary point of contact for Sales and Marketing Associates for Customer Service and Order Management related activities.
- Attend periodic product/system/strategy training. Continually challenge BD customer service procedures to ensure they are supporting our customer needs and recommend such changes to the Customer Service Manager.
- Achievement of set Key Performance Indicators relating to accuracy of Customer Service and customer order processing Adhere to the requirements of the Quality Management System as maintained by BD Australia.
**Knowledge and Experience**:
- Experience in a customer service environment, ideally within the healthcare industry or FMCG.
- Excellent customer service and interpersonal skills - a strong negotiator, with proven ability to resolve conflict.
- Good communication and presentation skills (both on the telephone and in person).
- Appreciation of Customer Service impact on existing and new business relationships.
- Superior time management skills.
- Active Listener.
- Pro-active, dedicated but also flexible.
- Attention to detail in processes and systems.
- Organised, disciplined and committed.
- An ability to work autonomously within a team.
- Innovative/effective problem solving skills.
- SAP or JD Edwards skills are preferable
**Primary Work Location**:AUS Sydney - North Ryde
**Additional Locations**:
**Work Shift**: