About us…
Since 1992, Device Technologies has been dedicated to improving patients’ lives through leading edge technology and services, supplying hospitals and healthcare professionals with high-calibre medical solutions from around the world. Over 30 years, Device Technologies has developed a reputation for the quality, dedicated service and ongoing support provided by our people. With HQ in Sydney, the company continues to grow, representing over 200 trusted brands, and employing over 1000 highly skilled staff located across Australia, New Zealand and Asia.
Geared towards optimal performance, our culture is built on empowering our people to achieve their goals, aligning with wider business objectives. We focus on productivity, continuous improvement, career development and leadership nurturing to foster a superior workforce.
The opportunity…
An exciting opportunity awaits an individual who is passionate about delivering exceptional customer experience. Join our dynamic team to make a meaningful impact and elevate your career!
We are seeking a hands-on professional to deliver exceptional customer service support to both external customers and internal stakeholders. This role covers various responsibilities including order fulfilment, delivery coordination, stock and billing enquiries, returns, service contracts, spare parts, stock accuracy, and event support.
As an individual contributor, you will also have the potential to step into a people management role. Part of your responsibilities will include training, guiding, and leading Operations Associates to ensure the team is equipped and competent in their daily tasks.
Key Responsibilities:
Customer Service & Operations
- Handle phone calls and email enquiries from customers and colleagues
- Accurate and prompt order processing in SAP
- Arrange delivery and provide delivery information to customers in a timely manner
- Work with Sales and Customers regarding back orders, pricing, contracts, deliveries, returns, billings, etc.
- Support Technical Service in service contract creation, billing, spare parts management, returns, etc.
- Manage 3PLs ensuring accurate batch picking, on-time delivery to customers, duly signed PODs, etc.
- Responsible for ensuring that FEFO procedure is observed by 3PL
- Regular inventory reconciliation to ensure stock accuracy in SAP IMS and 3PL report
- Coordinate with Sales, RAQA and 3PL on product complaints, non-conforming product returns, product/batch recall, etc.
- Maintain accurate stock records, assist in periodic audits and physical stock take
- Participate in Continuous Improvement (CI) initiatives and SAP User Acceptance Testing (UAT).
- Cover and backup team members when they are on leave
- Ensure timely filing and proper documentation of all transactions and correspondence
- Undertakes other duties as assigned by Manager
Compliance & Quality
- Ensure compliance with Quality System requirements and applicable regulations.
- Support internal and external audits, maintaining audit readiness at all times.
- Adhere to company and principal compliance policies, procedures, and codes of conduct
- Maintain appropriate vaccinations and background checks as required by company policy and regulatory standards
- People Management (where applicable)
- Lead, coach and develop the Operations Associates team.
- Set and review team goals, KPIs, and performance metrics.
- Manage recruitment, onboarding, and training of new team members
- Promote a culture of engagement, accountability, and continuous improvement.
About you...
At Device Technologies, we succeed through our commitment to five key values:
Delivering Innovation - We constantly seek new ideas, technologies, and approaches to meet evolving customer needs and market demands. Through our innovation we continually adapt and transform for our people, our customers and our future success.
Seeking Collaboration - By embracing collaboration we tap into diverse perspectives, skills, and resources to drive innovation, solve complex problems, and achieve common goals.
Taking Ownership - We embrace accountability and initiative. It fosters trust, collaboration, and empowers our people to drive success through proactive responsibility.
Practising Good Business - We strive to embody integrity, responsibility, and sustainability. It involves ethical conduct, transparency, and a commitment to social and environmental stewardship.
Championing the Customer - By placing customers at the heart of decision-making and operations, we enhance experiences, foster loyalty, and collectively strive to improve patient outcomes.
Our ideal candidate for this role aligns with these values.
The ideal candidate is driven, well-organised, thrives in a fast-paced environment, meticulous, has exceptional problem-solving skills, keen to learn and willing to go the extra mile.
Experience required:
- University degree in Business, Supply Chain, or Logistics
- 8 years+ of relevant experience in customer service managing complex orders, and 2 years’ supervisory or people management role.
- Experience working with ERP system (preferably SAP)
- Proficient in Microsoft Office (Word, Excel, Outlook)
- Excellent communication and interpersonal skills
- Meticulous, attention to details, ability to multi-task and adapt to changes
- Effective team management skills, work well under pressure and in a fast-paced environment
- Able to work well independently and as part of a team
Desirable
- Experience in medical devices, biotechnology, or related industries
- Knowledge of GDPMDS and FDA regulations
- Good understanding of local import and export regulation
Interested?
To apply for this opportunity, please click on the 'apply' button to be redirected to our candidate application portal.
At Device Technologies we are motivated by the opportunity our equipment provides to change people’s lives. We have a clear vision to ensure all our people feel valued and respected, can be themselves and can flourish as contributors to the success of our business.
Our promise is all qualified applicants will receive consideration for employment without regard to diversity of race, gender, sexual orientation, religion, ethnicity, disability, age and all the other wonderful characteristics that make us different.
Please note: Device Technologies will undertake pre-employment checks via our accredited background check provider for the successful candidate to ensure that Device Technologies is meeting legislative obligations and the information a candidate provides is accurate. For all roles, an offer of employment will be subject to the following pre-employment checks: identity check, reference checks, right to work in location (checks for visa holders), police integrity. By proceeding and applying for the role, you acknowledge our hiring process and agree to undertake the required pre-employment checks if successful.
It is also a mandatory requirement for certain roles within our organisation, where the successful applicant may be required to present certifications and/or vaccinations status as per role requirements. Evidence of certificates or vaccination status will be requested during the interview process by management to qualify fit for role and prior to any offer.
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