Customer Service Specialist

2 weeks ago

Auckland City, New Zealand Arthrex Full time

Customer Service Specialist - Loan Kits

ARTHREX NEW ZEALAND

**Title**:
Customer Service Specialist

**Dept.**:
Operations

**Reports To**:
Customer Service Team Leader

**Updated**:
January 2021

**Mercer Code**:
N/A

**Summary Requirements**:
To perform this role successfully, an individual must be able to perform each essential activity to a satisfactory level.

The requirements listed below are representative of the knowledge, skill, and/or ability required.

**Main Objective**:
The main purpose of this position is to manage all incoming orders from both internal and external customers to ensure customer needs are efficiently and accurately managed first time, on time.

Further, the role will ensure that customer escalations and complaints are managed and resolved in accordance with Arthrex Standard Operating Procedures (SOPs).

**Essential Duties and Responsibilities**:
Professionally manage incoming phone calls and process customer orders into the SAP order management system

Ability to achieve the required number of orders to be processed per quota

Provide customers with updates on backorders and all other relevant information which may impact the timely delivery of their order. Customers must be kept informed

Ensure all orders are processed within the required timeline to meet customer and business SLA’s

Effectively manage and respond to all calls that come through via our customer service telephone line. All calls and requests, should be managed to provide customers with a ‘positive experience’ every time they make contact with us

Coordinate with 3PL team for delivery process, pick, pack and invoicing

Provide dispatch and tracking details to customers / Commercial teams as required.

Ensure complete documentation of inward / outward movements and sample requests with approvals are maintained

Process Samples and Demo stock orders and other related Marketing and/or Medical Education requests as required

Required to work flexible hours as needed by the Customer Service department to include mandatory Month End/Quarter End/Fiscal Year End to ensure completion of all orders received have been processed, shipped and invoiced on time.

Others duties as assigned

**Incidental Duties**:
The above statements describe the general nature and level of work being performed in this role. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned, as required, by management.

**Education and Experience**:
Minimum of 3 Years Customer Service Experience required.

Order Processing and SAP experience preferred.

Knowledge and Skill Requirements/Specialized Courses and/or Training:
Excellent analytical abilities

Good written and oral English language communication skills

Ability to work well within a group environment
Basic knowledge of Medical Terms relating to the products handled, desirable
Excellent Phone manner and Computer skills with an ability to multitask preferred
Attention to detail and ability to work under pressure with a sense of urgency

**Machine, Tools, and/or Equipment Skills**:
Intermediate to expert level Microsoft Excel

Proficient in Word, and Outlook

Advanced Telephone skills with both outbound and inbound calls, scanning and faxing documents

**Reasoning Ability**:
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Mathematical Skills

**Language and Communication Skills**:
**Physical Demands**:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to be mobile within the office and occasionally visit external locations. The employee must be able to lift and/or move up to 5 kilos.

**Vision Requirements**:
Meets vision requirements to use personal computer and read documents.

**Work Environment**:
Regularly work at Auckland office or Warehouse locations. The work environment characteristics described here are representative of activities an employee encounters while performing the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**Internal and External Relations**:
The position maintains ongoing relationships with Arthrex customers. We require the ability to obtain cooperation and convey accurate information in a timely, profesional and service-orientated manner.

Employee Signature __________________ Date _____

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