Customer Service Coordinator - HospEquip (Fixed Term Contract)

HospEquip; City Of Canning; On-site; AUD 55,000 - 75,000; Full time

Job summary

HospEquip is seeking a customer-focused individual to join our team in Australia. The role involves handling high volumes of calls and emails, processing orders in SAP CRM, managing returns, and coordinating with sales and logistics to ensure timely fulfilment.

You will support tenders and prepare quotes while upholding BCM and invoicing accuracy standards. Experience in SAP CRM and a minimum of two years in customer service are required.

Qualifications

• Minimum 2 years of customer service experience.
• SAP or ERP system experience required.

Responsibilities

• Handle a high volume of calls and enquiries, always aiming for first point of call resolution.
• Process inbound emails using CRM and accurate order processing in SAP CRM.
• Coordinate with sales, logistics, and warehouses to fulfill orders and respond to enquiries.
• Process returns and investigate customer requests and disputes in SAP CRM.
• Assist sales with quotes, product guidance, and general enquiries.
• Maintain filing systems and prepare internal and external reports.
• Attend training and team toolbox sessions and perform ad hoc reporting.

Skills

Customer service

Communication

Time management

Problem solving

Phone support

Tools

SAP CRM

Job description

HospEquip is a privately owned company that is rapidly expanding into the Healthcare sector and is a leading supplier of equipment into the Hospital, Aged Care and Community Markets.

Due to our continued expansion, we are seeking a self-motivated, customer-focused person to join

Our high-performance culture focuses on empowerment, goal attainment, productivity, continuous improvement, developing leadership capability and a superior workforce.

You will be responsible for:

• Handling a high volume of calls and enquiries, always striving for a first point of call resolution and an excellent experience.
• Action all inbound emails using CRM.
• Accurate and timely processing of customer orders using SAP CRM.
• Accurate and timely processing of EDI orders from external customers.
• Maintain customer interaction records in CRM.
• Liaise with customers regarding back-order status and pricing discrepancies.
• Liaising with sales teams, the logistics department and warehouses to provide relevant information for fulfilment of customer orders/enquiries.
• Process all customer returns using SAP CRM.
• Investigate customer enquiries and respond to customer requests.
• Investigate customer account disputes and arrange credits, where necessary.
• Assist with reception duties including but not limited to mail, phone queue coverage and announcements.
• Adhere to satisfactory BCM and SAP invoice accuracy service level agreements as advised by Senior Manager, Customer Engagement.
• Attend Customer Service Info and Team Toolbox sessions.
• Complete ad hoc reporting.
• Appointment of specialized duties based on specific customers and/or products.
• Assisting sales team in preparing quotes, offering product guidance, and fielding general enquiries.
• Collaborating with other departments to ensure sales, marketing, queries, and deliveries are handled efficiently.
• Developing and maintaining filing systems to maintain sales records, customer and supplier pricing files, and preparing both internal & external reports.
• Assisting in the preparation of tenders and large contracts.
• Attending to customer showroom enquiries.
• Administration of NDIS sales.
• Administration of customer rentals.
• Administration of DVA sales.
  

The successful candidate must display the following qualities:

• Excellent communication skills to communicate effectively with Customer (written and oral).
• Exceptional time management skills.
• Excellent problem solver and the ability to troubleshoot issues for customers on the phone.
• General professionalism and confidentiality.
  

About you...

At HospEquip, our values are linked to four key areas of our business: Delivering Innovation, Seeking Collaboration, Taking Ownership, Practising Good Business, and Championing the Customer. Resonating with our values and the care we have for our people, you will need to work closely with your team and management.

Experience required:

• At least 2 years of previous Customer Service experience
• SAP or other ERP System experience.
  

An attractive Salary Package will be negotiated with the successful applicant.

At HospEquip, we are motivated by the opportunity our equipment provides to change people's lives. We have a clear vision to ensure all our people feel valued and respected, can be themselves and can flourish as contributors to the success of our business.

Our promise is all qualified applicants will receive consideration for employment without regard to diversity of race, gender, sexual orientation, religion, ethnicity, disability, age and all the other wonderful characteristics that make us different.

Please note: HospEquip will undertake pre-employment checks via our accredited background check provider for the successful candidate to ensure that HospEquip is meeting legislative obligations and the information a candidate provides is accurate. For all roles, an offer of employment will be subject to the following pre-employment checks: identity check, reference checks, right to work in location (checks for visa holders), police integrity. By proceeding and applying for the role, you acknowledge our hiring process and agree to undertake the required pre-employment checks if successful.

It is also a mandatory requirement for certain roles within our organisation, where the successful applicant may be required to present certifications and/or vaccinations status as per role requirements. Evidence of certificates or vaccination status will be requested during the interview process by management to qualify fit for role and prior to any offer.