Customer Service Representative

JOB DESCRIPTION:

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.  Our Rapid Diagnostics division is about providing innovative ways to screen, diagnose and monitor a vast range of health conditions with greater speed, accuracy and efficiency.  Abbott's rapid diagnostic tests allow healthcare professionals and their patients to get same-day results. For healthcare workers, this means they can diagnose and advise their patients in a single office visit. For patients, quicker results means earlier treatment, less anxiety, less time and money spent on repeat doctor visits and a faster return to good health.

The Role

We are seeking a highly motivated and customer-focused Customer Service Representative to join our dynamic team based in Macquarie Park, Sydney. Reporting to the Customer Service Manager, you will play a critical role in ensuring a seamless customer experience by managing orders, responding to enquiries, coordinating with internal teams, and maintaining accurate customer information.

This is an excellent opportunity for an individual who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering outstanding customer service.

Key responsibilities

• Process customer orders accurately and efficiently through SAP for both domestic and international customers.
• Maintain the accuracy and integrity of customer, order, and transaction data.
• Provide proactive communication to customers regarding order status, stock availability, backorders, delays, and product issues.
• Respond promptly to customer enquiries, quotations, returns, complaints, and other service requests.
• Manage inbound customer calls through the Five9 phone system.
• Escalate complex issues to relevant internal stakeholders and monitor progress through to resolution.
• Process customer credits and debits.
• Liaise with third-party logistics providers, warehouses, couriers, and freight forwarders to support order fulfilment.
• Manage customer EDI portals and maintain standing orders as required.
• Support Commercial and Supply Chain teams by providing information relating to customer orders, inventory levels, and delivery timelines.
• Assist with inventory control and planning activities as required.
• Identify opportunities to improve customer service processes and operational efficiency.
• Ensure compliance with all SOPs, work instructions, policies, and departmental KPIs.
• Build and maintain strong relationships with customers and internal stakeholders.
• Provide exceptional service and support to both internal and external customers.

What we’re looking for

• Experience in customer service, order management, or customer-facing administrative roles.
• Previous experience processing customer orders within an ERP system, preferably SAP.
• Proven ability to manage multiple priorities and deadlines in a fast-paced environment.
• Strong written and verbal communication skills.
• High attention to detail and accuracy.
• A proactive and solutions-focused mindset.

This is an opportunity to be part of a collaborative and purpose-driven organisation where customer service excellence is valued and recognised. You will work alongside experienced professionals in a supportive environment that encourages continuous learning, professional development, and process improvement. 

We also provide some fantastic benefits for our employees such as:

• Discounted Healthcare
• Access to Fitness Passport
• Discounted Shares program
• Learning and development opportunities
• Onsite parking and a barista

The base pay for this position is

In specific locations, the pay range may vary from the range posted.

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