Founded in 2006, OrthoPediatrics is an orthopedic company focused exclusively on advancing the field of pediatric orthopedics. As such it has developed the most comprehensive product offering to the pediatric orthopedic market to improve the lives of children with orthopedic conditions. OrthoPediatrics currently markets 53 products that serve three of the largest categories within the pediatric orthopedic market. This product offering spans trauma and deformity, scoliosis, and sports medicine/other procedures. OrthoPediatrics’ global sales organization is focused exclusively on pediatric orthopedics and distributes its products in the United States and over 70 countries outside the United States. For more information, please visit www.orthopediatrics.com.

General Summary: The Customer Service Specialist plays a vital role in ensuring Orthopediatrics consistently meets the diverse needs of our valued customers. Operating across various levels, from our internal customers to the front lines of our business, the responsibilities encompass a wide range of tasks. These tasks may include processing orders received via phone, fax, or email, fielding product-related inquiries from our sales force, and addressing customer queries.

As a Customer Service Specialist, you will serve as the cornerstone of our commitment to delivering the highest standards of service and support to our customers. You will serve as their initial point of contact, adeptly handling their inquiries, swiftly resolving any issues that may arise, and furnishing them with comprehensive information about our products and services.

This position is located in Brookvale, NSW, and necessitates exceptional communication skills, a keen problem-solving understanding, and an unwavering dedication to upholding service excellence.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Customer Interaction: Interact with customers via phone, email, and chat to answer inquiries, provide information, and address concerns courteously and professionally.
• Problem Resolution: Resolve customer issues and complaints effectively and efficiently, adhering to company policies and Australian consumer protection laws.
• Product Knowledge: Develop a deep understanding of our products/services to assist customers in making informed decisions.
• Order Processing: Process customer orders accurately and efficiently, ensuring timely delivery and invoicing.
• Documentation: Maintain accurate records of customer interactions, transactions, and inquiries in compliance with data protection laws.
• Compliance: Stay up-to-date with Australian consumer rights to ensure all customer service practices follow legislative requirements.
• Feedback Handling: Gather customer feedback and share insights with the local management team to improve service quality.
• Team Collaboration: Collaborate with cross-functional teams to resolve complex customer issues and provide feedback for process improvements.
• Continuous Learning: Stay informed about industry trends, products, and services to enhance customer service skills.
• Receive/process via email and fax sales orders from customers.

QUALIFICATIONS:

• 3+ years of customer service experience in Orthopaedics or Healthcare preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities.
• Proficiency in using customer service software and Enterprise Resource Planning (ERP) systems can be advantageous.
• High attention to detail
• Ability to work in a fast-paced environment.
• Professional and courteous demeanour.
• Team player with a positive attitude.
• An interest in advancing personal knowledge of current and future trends in medical and surgical procedures is preferred;
• Strong MS Office skills, including database management Excel – reporting (pivot tables, VLOOKUPs, etc.)
• SUPERVISORY RESPONSIBILITIES: There are no Supervisor responsibilities with this position.

LANGUAGE SKILLS: Ability to read and comprehend instructions, correspondence, and memos. Ability to prepare routine reports and correspondence. Ability to communicate effectively with customers, vendors, and other employees of the organization through written and oral communication. Requires excellent grammar and spelling.

MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS: Requires a valid driver’s license.

OTHER SKILLS AND ABILITIES: Requires the ability to operate a variety of standard office equipment, such as a computer and keyboard, calculator, fax, photocopier, telephone, cell phone, etc. Requires proficiency with Microsoft Word, Excel, Outlook and PowerPoint.

PHYSICAL DEMANDS: (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.)

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle or feel. May require long periods of travel. The employee is frequently required to climb stairs, talk and hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

WORK ENVIRONMENT: (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

The noise level in the work environment is that found in a “normal” office environment; noise levels during visits to other locations in the building may be moderate and occasionally loud. The employee occasionally performs work related to travel.

The above statement reflects the general details necessary to describe the principle functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.