About us
Endotherapeutics is a leading medical devices distributor representing several international manufacturers who provide cutting edge technology in a variety of specialty medical sectors. The company has had a strong reputation since 1999 for providing innovative, and niche medical technologies that provided quality of life improving solutions to healthcare professionals. Endotherapeutics improves healthcare by distributing innovative, patient-centric medical technologies accompanied by expert clinical support. Our team brings tenacity, dynamism, drive and determination to every company and brand that we represent.
Be part of our team
At Endotherapeutics we focus on attracting, retaining, and developing people who share our passion and commitment to improve quality of life. Our culture focuses on empowerment, continuous improvement and developing leadership capability. We embrace diversity and inclusion and support a culture where individuals of all backgrounds and abilities feel included and confident in bringing their whole selves to work. Our workplace is fun, dynamic and supportive. By joining us, you’ll have access to a new, modern head office based in Macquarie Park with gym facilities and access to benefits such as an employee wellbeing/assistance program, career/leadership development programs, weekly commensality lunches, birthday leave and additional service-based annual leave as you continue your career with us. Here you will find a positive and enriching team culture where you will be able to develop and grow your skills in a fast-paced environment.
The role
As a Customer Support Coordinator you will have the key responsibility of providing customer support to both the Sales and Technical Service departments, and our Endotherapeutics customers. This role will provide a level of support to the allocated sales teams, hospitals, healthcare networks and online consumers. In addition, this role will assist to support the Technical Services Workshop, field teams and contractors with service work allocation, spare parts and invoicing requirements. Duties and responsibilities include but are not limited to:
- Ensure all customer service issues are responded to in a timely manner.
- Working with sales team and product managers regarding any queries or issues that need to be addressed.
- Monitor and follow up on sales and technical service orders, including purchase orders, price holds, and backorders, to ensure they are processed accurately and timely.
- Transacting all products (orders and credit notes as required) accurately within the required time frame in ERP system as per standard operating procedures
- Fulfillment of Endotherapeutics online ecommerce orders
- Maintain and update CRM with all relevant customer information’ and sufficient competencies in CRM to follow processes and procedures.
- End-to-End coordination of case bookings including dispatching & receiving, entering, and confirming loan set bookings in CRM/SAP
- Contacting, receiving, inspecting, and unpacking returned loan set kits from customers and hospitals
- Creation of Quotes, Sales Orders, Proforma and Invoices Liaise with couriers, placing urgent orders and following up on PODs for loan and consignment stock
- Perform monthly and quarterly investigations and reconciliations of hospital consignment inventory
- Assisting in the warehouse when required, stock take
About you
- Min 3 years’ experience in a Customer Support role with a passion for Customer Support Excellence
- A highly motivated and positive attitude with a high attention to detail
- Great organisational and time management skills with the ability to prioritise tasks effectively
- Highly responsive to queries with active listening and a key focus on problem solving
- Have a total customer satisfaction approach providing superior customer support that is friendly, courteous and respectful
- The ability to build relationships with internal and external stakeholders
- Good interpersonal customer support and communication skills, both written and verbal are essential
- Strong teamwork as required, whilst also working independently on key role and responsibilities
- Experience with large ERP & CRM systems for sales order and inventory management
- Be well presented and professional
We are an Equal Employment Opportunity Employer and value diversity. If there are any reasonable adjustments that we can make to assist your application, just let us know.
For more insights into our culture, mission, and values, take a look at our careers video: https://www.youtube.com/watch?v=h2HQhVA-7XA
