Customer Service Representative

About the role

Fresenius Medical Care is hiring a Customer Service Representative in Macquarie Park. The role delivers accurate, timely and professional customer service across order processing, customer enquiries and issue resolution, while contributing to continuous improvement and supporting business objectives in line with agreed KPIs, SLAs and internal processes.

Key responsibilities

• Process all order types accurately and in line with company procedures, and manage credit and debit notes, RGAs, FOC orders and demo equipment requests
• Review and manage delivery and billing blocks, and liaise with logistics, finance, sales and operations teams to resolve issues
• Answer inbound and outbound calls professionally and on time, and manage the customer service inbox and ticketing system so enquiries are handled within SLAs
• Track open orders, deliveries and invoices, and manage delays, exceptions and invoice disputes
• Investigate and coordinate the resolution of customer complaints, documenting them and escalating where required
• Take part in customer service projects, identify process improvements and help test, document and train on new systems
• Support OH&S requirements and comply with internal policies, quality standards and regulatory requirements

Required profile

• Strong attention to detail and accuracy
• Ability to manage multiple priorities and meet deadlines
• Clear, professional written and verbal communication
• Problem-solving and stakeholder coordination skills

Required skills

• Experience with ERP systems (e.g. SAP) and ticketing systems preferred