Customer Service Officer

Boehringer Ingelheim; Sydney; On-site; AUD 60,000 - 82,000; Full time

Job summary

Boehringer Ingelheim is seeking a Customer Service Officer based in Sydney, NSW, to support the Commercial Supply Chain. You will handle accurate order management, resolve issues promptly, and communicate proactively to strengthen customer relationships.

The role requires at least 2 years in customer service, experience with SAP and MS Office, and strong verbal and written communication. Join a global biopharma leader committed to value creation and customer excellence.

Qualifications

• Minimum 2 years' customer service experience.
• Experience using SAP and Microsoft Office.
• Excellent verbal and written communication skills.

Responsibilities

• Manage and resolve incoming calls, enquiries, purchase orders, claims, rebate processing, and customer master data maintenance accurately and in a timely manner.
• Build and maintain strong trading relationships with customers through accurate, consistent, and collaborative communication.
• Ensure customer satisfaction through the prompt handling of purchase orders, account enquiries, and account adjustments, while investigating issues, identifying solutions, and following through to resolution.
• Escalate, share, and document customer feedback, recording customer interactions and actions taken in line with team procedures and system requirements.
• Identify and investigate pricing discrepancies during and after order processing, understand pricing processes, and recommend resolutions to the Pricing Administrator.
• Represent the Commercial Supply Chain team with professionalism, building positive relationships and delivering excellent customer service across every interaction.

Skills

Customer service

SAP

Microsoft Office

Communication skills

Multitasking

Problem solving

Interpersonal skills

Tools

SAP

Microsoft Office

Job description

Are you passionate about delivering outstanding customer service, building strong customer relationships, and finding solutions that make a difference? If you thrive in a fast-paced environment and enjoy helping customers achieve successful outcomes, we'd love to hear from you.

At Boehringer Ingelheim, we are committed to creating value through innovation, collaboration, and exceptional customer experiences. As a Customer Service Officer, you'll be an important partner to our customers, ensuring their needs are met through accurate order management, timely issue resolution, and proactive communication. Working within our Commercial Supply Chain team, you'll help strengthen customer relationships and contribute to the company’s mission of improving business outcomes.

The Position

Are you passionate about delivering outstanding customer service, building strong customer relationships, and finding solutions that make a difference? If you thrive in a fast-paced environment and enjoy helping customers achieve successful outcomes, we'd love to hear from you.

At Boehringer Ingelheim, we are committed to creating value through innovation, collaboration, and exceptional customer experiences. As a Customer Service Officer, you'll be an important partner to our customers, ensuring their needs are met through accurate order management, timely issue resolution, and proactive communication. Working within our Commercial Supply Chain team, you'll help strengthen customer relationships and contribute to the company’s mission of improving business outcomes.

Tasks and Responsibilities

• Manage and resolve incoming calls, enquiries, purchase orders, claims, rebate processing, and customer master data maintenance accurately and in a timely manner.
• Build and maintain strong trading relationships with customers through accurate, consistent, and collaborative communication.
• Ensure customer satisfaction through the prompt handling of purchase orders, account enquiries, and account adjustments, while investigating issues, identifying solutions, and following through to resolution.
• Escalate, share, and document customer feedback, recording customer interactions and actions taken in line with team procedures and system requirements.
• Identify and investigate pricing discrepancies during and after order processing, understand pricing processes, and recommend resolutions to the Pricing Administrator.
• Represent the Commercial Supply Chain team with professionalism, building positive relationships and delivering excellent customer service across every interaction.

About Our Future Employee

• Minimum 2 years' customer service experience is essential. Previous B2B customer service experience is desirable.
• Experience supporting customers, including enquiries relating to damaged goods, late deliveries, stock availability, and supply delays is a plus
• Experience using SAP and intermediate-level Microsoft Office skills.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with a professional and customer-focused approach.
• Strong listening skills with the ability to understand and interpret customer needs.
• Proven problem-solving skills and the ability to manage customer concerns diplomatically and effectively.
• Patience and professionalism when dealing with challenging customer situations.
• High attention to detail, particularly in order processing, pricing reviews, documentation, and enquiry resolution.
• Strong multitasking, prioritisation, and time management skills.
• This role is based in Sydney, NSW.

Our Company

Boehringer Ingelheim is a biopharmaceutical company active in both human and animal health. As one of the industry's top investors in research and development, the company focuses on developing innovative therapies that can improve and extend lives in areas of high unmet medical need. Independent since its foundation in 1885, Boehringer takes a long‑term perspective, embedding sustainability along the entire value chain. Our approximately 54,300 employees serve over 130 markets to build a healthier and more sustainable tomorrow. Learn more at www.boehringer-ingelheim.com.

Why Boehringer Ingelheim?

With us, you can develop your own path in a company with a culture that knows our differences are our strengths - and break new ground in the drive to make millions of lives better.

Here, your development is our priority. Supporting you to build a career as part of a workplace that is independent, authentic and bold, while tackling challenging work in a respectful and friendly environment where everyone is valued and welcomed.

Alongside, you have access to programs and groups that ensure your health and wellbeing are looked after - as we make major investments to drive global accessibility to healthcare. By being part of a team that is constantly innovating, you'll be helping to transform lives for generations.

Want to learn more? Visit https://www.boehringer-ingelheim.com