Customer Service Representative

About the role

Abbott's Rapid Diagnostics division is looking for a highly motivated, customer-focused Customer Service Representative to join its team in Macquarie Park, Sydney. Reporting to the Customer Service Manager, the role ensures a seamless customer experience by managing orders, answering enquiries, coordinating with internal teams and keeping customer information accurate. It suits someone who thrives in a fast-paced environment and enjoys problem-solving.

Key responsibilities

• Process customer orders accurately and efficiently through SAP for domestic and international customers.
• Maintain the accuracy of customer, order and transaction data.
• Proactively communicate order status, stock availability, backorders, delays and product issues to customers.
• Respond to enquiries, quotations, returns, complaints and other service requests.
• Manage inbound calls through the Five9 phone system and escalate complex issues to internal stakeholders.
• Process customer credits and debits.
• Liaise with third-party logistics providers, warehouses, couriers and freight forwarders to support order fulfilment.
• Manage customer EDI portals and standing orders, and support Commercial and Supply Chain teams with order, inventory and delivery information.
• Assist with inventory control and planning, identify process improvements and ensure compliance with SOPs, policies and KPIs.

Required profile

• Experience in customer service, order management or customer-facing administrative roles.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.
• Strong written and verbal communication skills, high attention to detail and a proactive, solutions-focused approach.

Required skills

• Processing customer orders in an ERP system, preferably SAP.
• Managing customer EDI portals.

What we offer

• Discounted healthcare.
• Access to Fitness Passport.
• Discounted shares program.
• Learning and development opportunities.
• Onsite parking and a barista.