Healthcare Partnership Manager

IVF Hartmann Holding AG; Ryde; On-site; AUD 65,000 - 90,000; Full time

Job summary

Hartmann in Australia is recruiting a Customer Experience Specialist to join the Healthcare Partnership team at the National Support Office in Macquarie Park. You will manage customer enquiries, support onboarding, and coordinate cross-functional teams to deliver outstanding service.

The role requires 3+ years in customer service, strong stakeholder management, and experience with CRM systems. You will help identify improvements and contribute to customer success initiatives.

Qualifications

• Minimum 3 years in customer service or related roles.
• Strong stakeholder management and communication.
• Experience resolving complex customer issues.
• Ability to collaborate across departments and improve processes.

Responsibilities

• Manage customer enquiries and service requests to resolution.
• Build proactive relationships with healthcare customers.
• Support onboarding and ongoing account management.
• Coordinate with internal teams to resolve orders and service issues.
• Identify trends and customer insights to drive improvements.
• Support retention and satisfaction initiatives.
• Contribute to continuous improvement projects and programs.
• Maintain accurate customer records in Salesforce.
• Develop knowledge of HARTMANN products and customers.

Skills

Customer service

Stakeholder management

Escalation handling

Cross-department collaboration

Organizational skills

CRM systems

Tools

Salesforce

SAP

Zendesk

Job description

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Customer Experience Specialist, Healthcare

Full-time contract until 19 February 2027 | Macquarie Park, NSW | Immediate Start

Deliver exceptional service and build trusted healthcare partnerships

At HARTMANN, we’re dedicated to making a difference. With more than 200 years of experience, HARTMANN is a leading provider of healthcare solutions in Australia and globally.

We are looking for an experienced customer service professional who enjoys solving complex problems, building strong customer relationships and working collaboratively to deliver an exceptional customer experience.

About the Role

As our Customer Service Specialist , you will join the Healthcare Partnership team at our National Support Office in Macquarie Park.

This role goes beyond traditional customer service. You will act as a key link between customers and internal teams, supporting customer success, driving service excellence and identifying opportunities to improve customer experience and business processes. You will manage customer enquiries and escalations, support key healthcare customers and collaborate with Sales, Supply Chain, Marketing and Clinical teams to deliver positive outcomes.

The internal position title is Healthcare Partnership Manager . The role reports to the National Healthcare Partnership Manager.

What You’ll Be Doing

• Manage customer enquiries and service requests through to resolution.
• Build proactive relationships with healthcare customers and understand their needs.
• Support customer onboarding and ongoing account management activities.
• Coordinate with internal stakeholders to resolve order, delivery and service issues.
• Identify trends, recurring issues and customer insights, recommending improvements.
• Support customer retention and customer satisfaction initiatives.
• Contribute to continuous improvement projects and customer experience programs.
• Maintain accurate customer records and reporting within Salesforce.
• Develop strong knowledge of HARTMANN products, customers and systems.

About You

You are an empathetic and solutions-focused customer service professional who takes ownership, communicates clearly and enjoys finding practical resolutions.

You will bring

• 3+ years’ experience in customer service, customer success, account management or a relationship-focused role.
• Strong stakeholder management and communication skills.
• Experience managing complex customer issues and escalations.
• Continuous improvement mindset and problem-solving capability.
• Ability to work collaboratively across multiple departments.
• Strong organisational skills and attention to detail.
• Experience with Salesforce, SAP, Zendesk or similar systems is advantageous.

HARTMANN is an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace.

Applicants must have full working rights in Australia.

Any offer of employment with HARTMANN will be conditional upon the satisfactory completion of a National Police Check.

If you require reasonable adjustments during the recruitment process, please let us know so we can support your participation.