Description:
Customer Service Representative
About iNova
iNova is a different kind of health company. We are leading the way to better health by delivering innovative, patient-centric products that improve the lives of people around the world. Our diverse portfolio of iconic, market-leading consumer health brands and prescription medicines are backed by science and distributed in over 75 markets across Asia, Australia, New Zealand, Middle East & Africa and Europe. Experience the iNova difference today.
We offer an award-winning culture and industry-leading benefits that are real, meaningful and reflect the realities of the modern and diverse lifestyles of our employees including:
- 4 days additional leave.
- Health and wellness initiatives to support employees physical, mental and social health.
- Modern and central office environment with outcomes-based, agile ways of working.
- Investment and focus on continuous learning and development for all employees.
- A thriving rewards and recognition program.
Be part of a passionate team, focused on delivering innovative healthcare solutions that improve the lives of people around the world!
The Opportunity
We currently have an exciting opportunity for Customer Service Representative to join our ANZ Supply Chain team on a full-time permanent basis.
Reporting to the Customer operations Manager, the primary purpose of this position is to be the first point of contact for all customer queries. The Customer Service Representative is responsible for providing a high level of customer service through phone and email communication for ALL our Direct customers.
Key accountabilities include:
Order Fulfilment:
- Review the Manual & EDI orders – process and rectify any Quantity, Pricing, or EDI errors as well as manage Product allocations as required.
- Ensure the Requested Delivery Dates are within customer agreements and standard transport lead times to state / region.
- Ensure all Daily orders are processed on time and in full before the specified cut off time at the warehouse.
General Customer Service and Team Engagement:
- Ensure all incoming phone calls and inquiries are handled in a professional manner
- Maintain a high level of service by being available and responsive
- Promote a positive image for iNova through efficient and effective responses to all inquiries within same day or 24 hours
- Ensure all work is conducted in accordance with Inova’s GxP policies and procedures
- Using Sales Force, you will maintain ownership of customer inquiries until resolved and you will liaise with business and other support functions as required
- Provide feedback to the customer / inquiry even if the issue has not been resolved
- Build relationships with your internal customers and provide support for your immediate team during high volume and peak periods.
- Keep communication channels open and be available to support the broader team as required.
- Ensure all consumer complaints are processed in a timely manner – Specifically all Adverse Events are to be processed, logged or escalated within 24 hrs.
Process Improvement:
- Always be proactive about process improvement; review current processes and identify / suggest better ways of working internally and externally with key stakeholders. Seek support and escalate when appropriate to do so. Successful implementation of change is to be made within designated timeline.
Documentation:
- Ensure all documentation is processed and available in accordance with Key customers’ requirements – e.g. invoice with goods, ASN, SLI for exports etc.
- All documentation to be correct and available at time of despatch.
Claims and DSO (AGING):
- You are responsible for Claims raised by customers for Overs, Shortages & Damages Ensuring investigation is thorough end to end and according to iNova conditions of Sale.
- Key Direct Customers and 3rd Party Service Providers should be fully informed throughout the investigation and claims closed ideally within 30 Days. DSO Target should be
About You
To be successful in this role you will possess Customer Service experience in pharmaceuticals, consumer health care or FMCG and previous experience in a similar role will also be considered.
Other key requirements for this role include:
- Supply Chain: Understanding of the processes from end to end.
- Minimum 5 years’ experience in Customer Service (Essential)
- Minimum 5 Years Experience in SAP (desirable)
- Previous experience in a pharmaceuticals or related environment (Desirable)
- Minimum: Intermediate proficiency in Computer Skills: Veeva (CRM) Sales Force ,Excel, MS Office, (Essential)
Diversity and Inclusion
iNova is an Equal Opportunity employer. We are committed to providing an inclusive workplace culture that values diversity and inclusion, where all our employees are recognised for their unique qualities, ideas and perspectives. We want our employees to reach their full potential, and we are always looking for aspirational people who are motivated to join us on our journey.
How to Apply
If you wish to be part of a passionate team within our thriving organisation, focused on bringing innovative products to market, please APPLY TODAY! We want you to join us in our pursuit of healthy living!
It is iNova’s policy not to accept speculative resumes from Agencies unless the role has been released directly to the agency. If we require your assistance on any roles, we will contact you at the time.