**Overview**
**Responsibilities**:
- ** Technical / Operational**:
- ** Process customer orders in QAD for domestic and international customers**:
- ** Proactively keep customers informed about order status, backorders, unexpected delays, part shipments and product issues**:
- ** Promptly respond to product enquiries, quotes, product returns and complaints**:
- ** Analyse and resolve escalated customer issues**:
- ** Process credits**:
- ** Liaise with logistics companies including third party warehouses, domestic couriers and freight forwarders**:
- ** Use customer EDI portals as required**:
- ** Maintain customer standing orders**:
- ** Assist commercial team with stock, customer order enquiries and customer data base**:
- ** Some planning and inventory control tasks as required**:
- ** Identify and implement improvements in customer service processes**:
**Internal Systems and Processes**:
- ** Follow all SOP's, work instructions and forms for the role.**:
- ** Knowledge of and adherence to Human Resources Policies & Procedures**:
- ** Ensure processes meet department objectives (KPIs) within expected timeframe.**:
***Customers**:
- ** Provide outstanding assistance and advice to external and internal customers.**:
- ** Develop and build relationships with customers, warehouse team, third party logistics providers and other areas of Abbott.**:
**Financial**:
- ** Follow financial operating procedures**:
**People Management and Development**:
- ** Responsible and accountable for own work and follow-up meetings with line manager as required.**:
- ** Undertake training and development as required.**:
**Conduct**:
- ** Ensure all activities carried out by self are in accordance with legislative employment and corporate policies, health & safety requirements**:
- ** Build trusting, positive relationships with internal co-workers, customers and other stakeholders.**:
- ** Collaborate with team members eg. leave backup, cross training and problem solving.**:
- ** Own up to mistakes and apologize when necessary.**:
- ** Work to find agreement, and if they can't they disagree agreeably.**:
- ** Participate in team activities and organisational activities**:
- ** Promote a standard of excellence for quality and customer focus at Abbott.**:
- ** Uphold Abbott's Code of Business Conduct.**:
- ** Live our Abbott Values - Pioneering, Achieving, Caring, Enduring.**:
**Reporting to**:
- ** Customer Service Manager**:
**Location**:
- ** Office-based role, ability to work from Darra or East Brisbane**:
**Qualifications and Experience**:
- ** Experience in Order Processing**:
- ** Experience in a Customer Service/Customer facing Role**:
- ** Experience with export orders & documentation**:
- ** Familiarity with healthcare terminology and products an advantage**:
**Competencies and Attributes**:
**Technical / Operational**:
- ** High attention to detail**:
- ** High degree of independence in approach**:
- ** Spelling and grammatical competence**:
- ** Conscientious and hard working**:
- ** Self-motivated to learn and develop**:
- ** Punctual**:
- ** Energy and enthusiasm for customer service**:
- ** High level productivity and organizational skills**:
- ** Problem solving and complaint resolution**:
**Internal Systems and Processes**:
- ** Competent in business software required in the position including MS Outlook, MS Excel, MRP / QAD, Document management system, CRM system**:
- ** All SOPs and methods required in the position**:
**Customers and external stakeholders**:
- ** Strong interpersonal communication skills**:
- ** Excel in building customer relationships**:
- ** Highly competent oral and written communication skills**:
- ** Highest levels of integrity and diplomacy**:
- ** Capacity to maintain the highest levels of confidentiality internally and externally.**: