Customer Service Officer

Sercanto; Sydney; On-site; AUD 50,000 - 70,000; Full time

Job summary

Boehringer Ingelheim Australia is seeking a Customer Service Officer to manage orders, resolve issues, and maintain strong customer relationships within our Commercial Supply Chain team in Sydney.

You will use SAP and MS Office, handle inquiries, pricing issues, and coordinate with customers to ensure timely delivery and accurate data.

Qualifications

• Minimum 2 years of customer service experience, B2B preferred.
• Experience handling enquiries relating to damaged goods, late deliveries, stock availability or delays is advantageous.
• Experience using SAP and intermediate MS Office skills.
• Strong verbal and written communication skills.
• Professional, customer-focused approach and strong interpersonal skills.
• Excellent listening skills and ability to interpret customer needs.
• Strong problem-solving abilities and diplomacy in handling concerns.
• High attention to detail in order processing, pricing reviews, and documentation.

Responsibilities

• Manage and resolve calls, enquiries, purchase orders, claims, rebate processing, and master data maintenance accurately and timely.
• Build and maintain strong customer relationships through clear and collaborative communication.
• Ensure customer satisfaction by handling orders, inquiries, and adjustments promptly; investigate issues and resolve.
• Escalate and document customer feedback in line with team procedures.
• Identify pricing discrepancies and coordinate with Pricing Administrator for resolutions.
• Represent the Commercial Supply Chain team with professionalism across all interactions.

Skills

Customer service

Verbal communication

Interpersonal skills

Problem-solving

Listening skills

Multitasking

Time management

Attention to detail

Tools

SAP

Microsoft Office

Job description

Job Description 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.