Customer Service Representative (m/f/d)

Karl Storz; Sydney; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Annual Leave

Sick Leave

Parental Leave

Transport Allowance

Onsite Parking

Public Transport Access

Flexible Work Arrangements

Wellness Programs

Professional Development Opportunities

Global Exposure & Travel Opportunities

Statutory Benefits

Job summary

Karl Storz is seeking a Customer Service Specialist in Australia to manage sales interactions with internal and post-sale customers, process quotes and orders, and handle complaints. You will maintain databases, support warranty processes, and coordinate repairs with manufacturers and contractors, while building strong customer relationships.

The role emphasizes Excel proficiency, SAP experience, and a calm, solution-oriented approach within ISO-compliant operations.

Qualifications

• Previous experience in customer service essential.
• Calm and logical problem solving approach.
• Excellent phone manner.
• Intermediate Word, Outlook and Access skills.
• Intermediate to advanced Excel skills, including VLOOKUP and Macros.
• Database management systems experience.
• Medical background or experience with a medical company is desirable, but not essential.
• SAP experience is highly regarded.

Responsibilities

• Sales interaction with internal/post sale customers.
• Processing quotes and orders.
• Handling and resolving customer complaints.
• Obtaining and evaluating all relevant information to handle enquiries and complaints.
• Developing and building customer relationships.
• Maintaining back orders.
• Maintaining databases.
• Processing warranty/faulty/customer’s property applications; arranging replacements.
• Coordinating and maintaining records of repairs with manufacturing and outside contractors.
• Generate ad hoc reports as needed
• Follow up internal/external customer enquiries and respond within company expectations.
• Manipulating and understanding Excel reports.
• Keep records of customer interactions and transactions; record action taken.
• Adherence to regulatory procedures to maintain ISO compliance.
• Work with warehouse, sales and other internal stakeholders.
• Administration back up as required;
• Other tasks or projects as required by the Customer Service Supervisor or Operations Manager.

Skills

Customer service

Phone etiquette

Excel (VLOOKUP)

Database management

SAP experience

Medical industry knowledge

Regulatory awareness

Tools

SAP

MS Access

MS Outlook

MS Word

Job description

Your Mission

• Sales interaction with internal/post sale customers.
• Processing quotes and orders.
• Handling and resolving customer complaints.
• Obtaining and evaluating all relevant information to handle enquiries and complaints.
• Developing and building customer relationships.
• Maintaining back orders.
• Maintaining databases.
• Processing applications for warranty/faulty/customer’s property and credits, ensuring replacements are sent out in a timely manner.
• Coordinating and maintaining records of repairs with manufacturing and outside contractors.
• Generate ad hoc reports as needed
• Follow up internal/external customer enquiries and respond within the company expectations.
• Manipulating and understand Excel reports.
• Keep records of customer interactions and transactions, record details of action taken.
• Adherence to regulatory procedures in order to maintain ISO compliance.
• Work in conjunction with the warehouse team, sales team and other internal stakeholders.
• Administration back up as required;
• Other tasks or projects as required by the Customer Service Supervisor or Operations Manager.

Your Talents

• Previous experience in customer service essential.
• Works in a calm and logical way to solve issues.
• Excellent phone manner.
• Intermediate Word, Outlook and Access skills.
• Intermediate to advanced Excel skills, with the ability to do VLOOKUP’s and Marcos.
• Database management systems experience.
• A medical background or experience with a medical company is desirable, however not essential.
• SAP experience is highly regarded.

Your Benefits

• Leave Benefits (Annual Leave, Sick Leave, Parental Leave, etc.)
• Birthday Benefits
• Transport Allowance (if applicable to role)
• Onsite Parking
• Accessibility to Public Transport
• Flexible Work Arrangements
• Wellness Programs and Activities
• Professional Development Opportunities
• Global Exposure & Business Travel Opportunities (if applicable to role)
• All other statutory benefits