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Customer Service Representative - Nsw

Smith & Nephew - Sydney, NSW

Customer Service & Call Centre
Source: uWorkin


Our Purpose

Physical health is never just about our body. It’s our mind, feelings and ambitions. When something holds it back, it’s our whole life on hold.

We’re here to change that, to use technology to take the limits off living, and help other medical professionals do the same.

So that farmworkers, rugby players, grandmas and their grandkids stare down fear, see that anything’s possible, then go on stronger. Inspired by a simple promise. Two words that bring together all we do…

Life Unlimited

The Opportunity

The role of the Customer Service Representative (CSR) is to provide an effective interface between Smith & Nephew and its customers.

The CSR provides support to best-in-class range of Healthcare products. Key customers include hospitals (public and private) and wholesalers/distributors (in the Healthcare, pharmaceutical, veterinary and industrial first-aid markets).

The CSR is required to understand the customers' requirements and the company's capability of meeting these. The CSR handles the customer's expectations of Smith & Nephew's service, and ensures that these expectations are met and exceeded wherever possible. Important to success in the role is a genuine commitment to customer satisfaction.

The Key Focus Areas of the Role

  • Handling and optimising telephone contact between customers and Smith & Nephew.
  • Resolving and fulfilling customer requirements and attending to customer expectations (includes processing of customer orders, providing information on products, availability, pricing etc.). This function involves a great deal of liaison with Divisional staff, internal operational staff and freight carriers, etc.
  • Establishing a preferred supplier relationship with key customers by being proactive in meeting individual customer requirements and adding value to our service.
  • Continuously improving Smith & Nephew's service processes and operations by taking the initiative to identify and analyse problems, measure performance, co-ordinate action to improve processes, solve problems and eliminate causes of problems.
  • Supporting field sales personnel by efficient communication of relevant information and response to requests.

The Requirements Of The Successful Candidate

  • Have previous experience in a customer facing, fast paced environment
  • Strive to achieve a positive customer experience in every interaction
  • Experience in healthcare/medical devices would be advantageous
  • Excellent organisational and problem-solving skills are important
  • Well-developed interpersonal and communication skills.
  • Good numerical skills and attention to detail are essential.
  • Proficiency in MS Office
  • Highly focused on exceeding customer expectations
  • Outstanding social skills and the ability to establish and develop long-term relationships with internal and external customers
  • Live the values of Care, Collaboration + Courage

#LifeUnlimited with S+N:

  • We’ll support you to develop your career with a mix of on the job experience, support and mentorship from colleagues and formal learning opportunities.
  • We respect that individual employees have individual needs in both their personal and professional lives and our culture encourages work/life agility.
  • Your wellness is important to us, which is why we have created a range of options to help you maintain and improve your physical, mental and financial health.

To apply, please ensure that you include a cover letter addressing it to Talent Acquisition Lead ANZ.

Smith & Nephew is committed to helping people regain their lives by repairing and healing the human body. We believe that this can only be achieved by establishing mutually beneficial relationships with all of our stakeholders including patients, healthcare professionals, investors, and employees. If you share our passion for innovation and can demonstrate how you meet the criteria outlined, we would love to hear from you.

We continue to actively build an environment where every individual can fulfill their potential and be proud ambassadors for Smith & Nephew, our customers and their patients. We value the diversity of our people and welcome applications from everyone.

  • We ask that agencies not reach out to the hiring managers at this stage as we will be following an internal talent acquisition process. Feel free to contact the TA ANZ team for more information.
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