Customer Service Representative - Order Entry Administrator

About the role

Roche is hiring a Customer Service Specialist (Order Entry Administrator) in North Ryde, working for a fast-paced, distribution-focused medical distributor. The role acts as an operational bridge between healthcare providers, logistics partners and internal supply chain teams, ensuring life-changing healthcare products reach customers on time through streamlined order processing and the use of AI technology. The position is permanent.

Key responsibilities

• Process customer orders end to end using AI-supported entry tools and enterprise ERP systems, validate automated extractions, correct pricing or item discrepancies, resolve EDI transaction holds and manage allocations for bottlenecked materials.
• Coordinate with warehouse teams and external providers on dispatch cut-offs, picking schedules and delivery tracking; track outbound and return shipments, manage carrier updates and safeguard cold-chain integrity.
• Investigate shipment variances against carrier Proof of Delivery logs and warehouse records, oversee the customer returns cycle, log complaints in the CRM and document operational notes in SAP ERP.
• Maintain prompt call-queue response times and clear email resolution to drive customer satisfaction.

Required profile

• 3+ years of customer service, returns or order management experience, preferably in medical distribution, pharmaceuticals or healthcare logistics.
• Strong understanding of Good Distribution Practice (GDP) requirements and temperature-controlled cold-chain logistics.
• Excellent written and spoken communication skills, with maturity and confidence handling customer queries and complaints.
• Full eligibility to live and work in Australia; unsolicited resumes and recruitment agency enquiries are not accepted.

Required skills

• SAP or similar ERP software (proven experience)
• EDI exception resolution (desired)
• Google Suite tools or similar (essential)