Customer Service Administrator

Bausch and Lomb; Willoughby; On-site; AUD 60,000 - 80,000; Full time

Job summary

Bausch + Lomb is seeking a Customer Service Administrator for a 12-month contract to support order processing, inquiries, and customer relations. The role reports to the Customer Service Manager and involves close interaction with internal and external stakeholders.

Requirements include at least 2 years SAP experience with order entry and SD modules, and a background in customer service; medical device or pharmaceutical experience is preferred but not essential.

Qualifications

• 2 years SAP experience focused on order entry and SD modules.
• Experience in customer service environment.
• Medical device/pharma experience preferred.

Responsibilities

• Process orders on time and in full, including credits, debits and returns.
• Manage customer orders from receipt to delivery.
• Maintain high level of phone service and respond to inquiries by email/phone.
• Build relationships with internal and external customers.
• Take ownership of customer complaints and coordinate with quality to resolve within 1 business day.
• Perform administrative duties related to business activities.
• Identify and implement customer service process improvements.
• Maintain company quality policies and procedures.

Skills

Customer service

Communication

Teamwork

Attention to detail

Tools

SAP

SD Modules

Job description

Bausch + Lomb is one of the best-known and most respected healthcare brands in the world, offering the widest and finest range of eye health products including contact lenses and lens care products, pharmaceuticals, intraocular lenses and other eye surgery products. The company is solely dedicated to protecting and enhancing the gift of sight for millions of people around the world – from the moment of birth through every phase of life. Our mission is simple yet powerful: Helping you see better to live better.

We are seeking a Customer Service Administrator to assist and support our business to meet our operational objectives. Reporting to the Customer Service Manager this role is an integral role in the day to day operations of the business and in constant contact with internal and external customers.

This is a contract role for a period of 12 months

Duties and Responsibilities

The main responsibilities of this role include (but not limited to):

Ensure all orders are processed on time and in full, this includes processing credits, debits and returns.

Manage customer orders from receipt to delivery.

Maintain high level of phone service.

Respond to customer enquiries via email and phone in a timely and accurate manner.

Build relationships with both internal and external customers for your respective area.

Take ownership of customer complaints, work with the quality team to ensure all complaints are processed within 1 business day.

Perform administrative duties appropriate to the activities of the business.

Identify / suggest and action customer service process improvements.

Maintain company quality policies and procedures.

Skill and Experience

To be successful in this role, you will have:

Proven experience working in a customer service role

2 years SAP experience - order entry, Sales and Distribution Modules (essential)

Medical device and or pharmaceutical experience preferred but not essential.

Excellent verbal and written communication skills to effectively interact with multiple stakeholders.

Excellent attention to detail.

Ability to work as part of a team.

Initiative to ensure issues are identified and addressed appropriately and in a timely manner.