Customer Service Representative (Contract)

Let’s talk about the team:

The primary role of Customer Support function is to provide exceptional customer service, sales and marketing support via different channels of communication. Key deliverables include addressing customer enquiries related to ResMed products, services, warranty, order processing, data entry and resolving general complaints. Identifying sales opportunities associated with customer enquiries. Providing first line technical and clinical assistance and escalating the issue to relevant teams for timely resolution.

• This is a role which requires you to support morning shift from 7:00am - 4:00pm, 5-days work week (Mon-Friday)
• This will be a 1-year full time contract role

Let’s talk about the role:

• Provide order processing data entry for requests from customers to place and manage orders, provide pricing and delivery information, and additional requests, by phone, fax, email, and EDI transactions.
• Respond to inquiries in a manner which meets high quality, productivity and other performance standard in accordance with company requirements and customer needs.
• Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines. Attempt to troubleshoot customers' problems. Inform supervision/management of all unresolved complaints.
• Document customer transactions accurately in Oracle. Ensure pricing approval process is supported and works in compliance to Customer Service policies and procedures.
• Utilize order-processing reporting system to ensure all orders are completed successfully through order fulfilment process.
• Perform proactive follow up with other Customer Support Team members to ensure efficient resolution to customer requests through collaboration and effective teamwork (applicable for CSR only).
• Provide training and support for team members (applicable for CSR only).
• Provide support for special projects as needed (applicable for CSR only).
• Enter faxed and email orders, RMAs (Return Material Authorization), sample requests and complaints into Oracle, including confirmation to the customer if applicable.
• Respond to patient calls and emails received through our US websites.
• Import consignment orders to Oracle and process RMA’s for 3PL’s (3rd Party Logistics).

Let’s talk about you:

• Strong personal computer skills and familiarity with Windows-based software.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to communicate clearly and effectively. Effective retention skills.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Must be able to work in enterprise level ERP (e.g. Oracle) and CRM (e.g. Sales Force Dotcom) applications, navigate multiple screens, and enter customer information/orders accurately.
• Must demonstrate strong written and oral communication skills in English.
• Extremely detail-oriented.
• Able to work collaboratively in a team environment.
• Possess a customer-centric commitment to build and maintain customer relationships.
• Demonstrate exceptional problem solving and organizational skills.
• Display energetic, self-motivated and quick thinking with positive attitude.
• High school, diploma or degree holder with minimum two (2) years or more customer service experience required.

Preferred:

• 2-4 years’ experience in a high volume customer service/call center capacity highly preferred.

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.