Skills, Knowledge & Experience
* 3+ years operational experience in a similar environment
* Ability to be an authentic team player
* Able to demonstrate the LIFE principles (Leadership, Integrity, Flexibility, Efficiency)
* Strong commercial acumen
* Able to foster relationships with cross functional partners
* Change management skills
* Strong communication and verbal skills
* Excellent problem-solving skills
* Dedicated in providing superior service to respective stakeholders
* Ability to develop strong working relationships with stakeholders and customers through effective interpersonal and influencing skills
* Ability to work under pressure and manage conflicting priorities
* SAP experience preferred.
* Intermediate skills in MS Excel, Word and PowerPoint.
* Conflict resolution skills.
Key Responsibilities
* Processing all types of Hospital and Home Patient orders (including spare parts orders) for delivery.
* Making outbound phone calls and receiving inbound phone calls.
* Creation and setup of new patients
* Identify and articulate any process operational improvement initiatives.
* Ensure priority meets business requirements and is Identified, resolved, and tracked as quickly as possible.
* Provide and publish analytics to key operational KPIs (stocktake to orders conversions, blocked orders rate, etc) working closely with key stakeholders.
* Review and investigate customer complaints on a periodic basis.
* Ensure operational SOPs/WIs are documented/reviewed and stored in a central location for access.
* Liaise with the new starters as a 'buddy' to make the onboarding process smoother for the new employee.
* Escalate and discuss with Clinic Manager for escalations.
* Liaise with sales, warehouse & transport, supply chain and all relevant stakeholders to ensure completion of orders.
* Effectively communicate with internal and external stakeholders regarding issues impacting customers.
* Support team members to perform operational duties during their absence