EMS is a global leader in the design, manufacturing, and sale of devices used for medical and dental treatments. With over 40 years of expertise, EMS embodies Swiss precision and craftsmanship, delivering innovative solutions in:
* Urology
* Shock Wave Therapy
At EMS, we are driven by our core values: Respect, Excellence, and Client Orientation. Our mission is simple: to ensure happy and healthy patients, successful clinicians, and passionate partners through the least invasive and clinically proven treatments.
MISSION
As a Customer Service Manager, you will be responsible for establishing and managing customer service operations in Australia. This is a hands-on role requiring full ownership of order processing, customer support, and administrative coordination.
As the business grows, you will contribute to process improvements and support the development of a small team.
TASKS & RESPONSIBILITIES
Customer Service & Order Management
* Manage the full order lifecycle from quotation to invoicing and delivery
* Ensure accurate and timely processing of all customer orders in ERP (Cin7)
* Maintain and update customer data and interactions in CRM (Microsoft Dynamics)
* Act as the primary point of contact for customer inquiries, ensuring high-quality and timely responses
* Proactively communicate with customers regarding order status, delays, or issues
Administration & Coordination
* Coordinate day-to-day administrative activities to support smooth business operations
* Work closely with Sales, Finance, Marketing, and Aftersales teams to ensure alignment
* Support logistics coordination, including deliveries, returns, and supplier interactions
* Assist in organising internal and external events, including training sessions and marketing activities
Finance & Administration Support
* Support invoicing processes and ensure accuracy of financial dataFollow up on outstanding payments in collaboration with the Finance Manager
* Assist with month-end closing activities and reporting tasks
* Ensure proper documentation and compliance with internal procedures
Operations & Process Improvement
* Ensure consistency and efficiency across all customer service processes
* Identify operational inefficiencies and propose practical improvements
* Support the implementation and optimisation of systems (ERP/CRM)
* Contribute to building scalable processes as the business grows
Team Support (Future Scope)
* Provide guidance and support to a working student
* Contribute to onboarding and training as the team expands
* Help structure the customer service function for future growth
EDUCATION & PERSONAL SKILLS
Education & Experience
* Minimum 3 years of experience in customer service, order processing, or administration
* Proficiency in Microsoft Office suite
* Experience with ERP or CRM systems such as Cin7 or Microsoft Dynamics
* Familiarity with Xero accounting software is an advantage
Skills & Attributes
* Excellent communication and interpersonal skills
* High attention to detail with strong organisational and time management skills
* Ability to multitask and work independently in a fast-paced environment
* Team-oriented, reliable, and proactive
* Enthusiastic about technology and continuous improvement
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