Customer Service Specialist

Arthrex; Sydney; Hybrid; AUD 75,000 - 110,000; Full time

Benefits offered by this job

Health & Wellness benefits

Onsite Parking

Hybrid Work Options

Leadership mentoring & training

Job summary

Arthrex Australia & New Zealand in Sydney is seeking a proactive Customer Service professional to support the Order To Cash cycle. You will process orders, handle inbound calls from hospitals and internal staff, and manage consignment orders and returns, collaborating with Sales, Warehouse and Finance.

This role requires strong analytical thinking, problem solving and accurate data entry in SAP OTC or a similar ERP.

Qualifications

• Minimum of 2 years in a Customer Service role.
• Strong analytical and problem solving skills.
• Proven ability to collaborate across internal teams to resolve issues.
• Good IT proficiency across the Microsoft Office package and ideally SAP or similar systems.

Responsibilities

• Order Management including processing orders.
• Good level of understanding of SAP (OTC), or a similar ERP system such as Oracle/JDE.
• Experience within the healthcare, pharmaceutical or medical industries advantageous.
• Strong understanding of reverse logistics (preferred but not essential).
• Excellent written and verbal communication skills.
• Exceptional customer service skills, with a customer centric mindset.

Skills

Analytical thinking

Customer service

Communication

Problem solving

MS Office

Tools

SAP OTC

Oracle/JDE

Job description

• Competitive base salary+ Corporate Bonus
• Health & Wellness benefits provided + Onsite Parking
• Flexible Work Options / Hybrid Work Format
• Excellent leadership, mentoring support with ongoing training & development
• Work with purpose at a privately-owned company innovating in specialised areas of healthcare and medical devices
• Location: Sydney, French's Forest NSW

With a key focus on customer excellence, you will work in a fast-paced team that requires analytical thinking and meticulous attention to detail in all aspects of the Order To Cash (OTC) cycle.

Reporting to the ANZ Customer Service Team Leader, your duties will include; processing and managing customer orders, handling inbound calls from both external customers (hospitals) and internal staff (sales team), managing consignment orders/returns.

Working in a successful and collaborative team, you will build and cultivate relationships with customers and work closely with local and national Operations and Sales teams, with touch points across the whole business.

About the Role

In this role, you will support both Arthrex internal teams and external customers, including hospitals, by resolving billing enquiries, stock order issues, and other service-related challenges. Success in this position requires strong coordination and problem-solving skills, working closely with internal stakeholders across Sales, Warehouse, and Finance, while also liaising with hospital customers to ensure timely and effective resolution of issues.

• Order Management including processing orders
• Good level of understanding of SAP (OTC), or a similar ERP system such as Oracle/JDE
• Experience within the healthcare, pharmaceutical or medical industries advantageous
• Strong understanding of reverse logistics (preferred but not essential)
• Excellent written and verbal communication skills
• Exceptional customer service skills, with a customer centric mindset
• Self-motivated, accountable with a positive attitude
• Intermediate/Advanced level user of MS Office, including Outlook
• A keen eye for detail with great organisational and planning skills
• Able to commit to a rotating shift roster - ranging from 8am - 6pm
• You thrive in a fast-changing environment, and you don't shy away from going the extra mile both for your team and customers

About You

This position will suit somebody with ideally the below skillsets:

• Minimum of 2 years in a Customer Service role required
• Strong analytical and problem solving skills as you’ll be resolving issues with stock/orders/revenue and purchasing etc
• Proven ability to collaborate across internal teams to resolve issues
• Good IT proficiency across the Microsoft Office package and ideally SAP or similar systems.

About Arthrex

Arthrex is a global medical device company and leader in new product development and medical education in Orthopaedics. With a corporate mission of Helping Surgeons Treat Their Patients Better™, Arthrex has pioneered the field of arthroscopy and develops more than 1,000 innovative products and procedures each year. We are a privately held company with a family business culture committed to delivering uncompromising quality to the health care professionals who use our products, and ultimately, the millions of patients whose lives we impact.

Arthrex Australia & New Zealand is proud to be Great Place to Work® Certified™ based on feedback from our dedicated and growing team. We are renowned in our industry for our positive culture, integrity, leadership, and inclusivity.