Customer Service Specialist

The Opportunity:

At CSL Behring, we’re driven by our promise to save lives. We are seeking an experienced Customer Service Specialist to provide a superior level of customer service to all internal and external customers. In this role, you will provide support to our patients, customers, 3PL partners and internal customers within the CSL Behring local and global network.

Key Responsibilities:

• Provides customer support services relating to purchase requests, sales orders and chargebacks, ensuring high levels of customer satisfaction
• Coordinate the fulfilment of all customer orders efficiently and accurately and in line with contractual requirements, and respond to customer queries appropriately.
• Liaise with 3rd party logistics providers to ensure that shipments are delivered to customers in full, on time and within specification and to agreed instructions
• Provide support for product technical complaints and Adverse Events which may include receiving information and case triage to appropriate departments; and organisation for product return according to relevant procedures.
• Produce and deliver accurate reporting for contracts, and internal customers as required. Monitor and achieve key performance indicators relevant to the customer service team and contribute to ongoing improvement initiatives
• Provide support to sales and marketing as it relates to monitoring of sales transactions, customer feedback and other requests as required to support the brand strategies.
• Provide on-call support for the fulfilment of urgent customer orders on a rotating schedule with other team members

Experience and Qualifications:

• 3-5 years of customer service and support experience in a pharmaceutical manufacturing or similar environment.
• Working with 3PL (warehousing and distribution) providers
• Domestic and export distribution – road and air freight
• Working in cGMP, GWP or GDP environments
• Working knowledge of ERP system – SAP (SAP experience preferred)
• Strong interpersonal skills and a team player
• Strong attention to detail
• Able to perform well under pressure and with rapid change, maintain composure
• Strong customer focus
• Excellent written and spoken communication skills
• Strong prioritisation, and organizational skills
• Computer skills – Excel and Word
• Demonstrated problem solving and analytical skills
• Follows processes accurately and completely

This role would suit someone who has a passion for customer service and views this opportunity as one where you can grow within the customer service and support space, long term.