Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.
We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!
Position Overview:
Insulet is a global, innovative health care brand experiencing fast, global growth, expanding into Asia Pacific looking to disrupt the Insulin delivery Industry. This Australia based role offers an exciting opportunity for a Customer Operations Specialist.
The purpose of this business-critical role is to be the face of Insulet Australia’s customer experience and that our
customers’ experience is both positive and seamless. The Customer Operations Specialist is responsible for
responding to customer inquiries, managing order payment processing, managing order placement, managing order shipping, warranty and other general concerns.
Success in this role will be accomplished through ability to quickly establish a rapport with new customers, be highly organized with a keen attention to detail, communicate effectively, learn quickly, problem solve, manage disputes efficiently and effectively, and provide outstanding customer service.
The Customer Operations Specialist role reports directly to the Customer Operations Supervisor and works closely and collaboratively with the Inside Sales Team, the Field Sales Team and Customer Care Team.
Responsibilities:
· Manage/coordinate all aspects of customer’s initial order inclusive of customer payment/payment plans (where applicable), order placement, despatch and delivery confirmation.
· Collaborate with all relevant commercial teams (e.g. Inside Sales, Customer Care, Finance etc) to ensure
smooth and efficient processing, management and documentation of customer’s initial order.
· Maintain a thorough understanding of all products offered by Insulet Australia with the ability to explain to existing customers each product’s basic operation and use.
· Answer phone inquiries, providing support and direction to customers, and resolving customer service issues in a timely and empathetic manner.
· Document all interactions and calls into the customer database and maintain compliance to regulating bodies as required.
· Maintain satisfactory call and order counts as defined by management.
· Work as part of the larger support team, collaborating with other departments to ensure proactive, superior front-line customer support.
· Provide frequent feedback and suggestions to support an environment of continuous process improvement.
· Assist Customer Operations Lead in the management of CPT network inclusive of managing relationships
and communication of invoice payment criteria as necessary.
· Perform other duties as assigned.
Education and Experience:
· Knowledge of medical device reimbursement from manufacturer or DME perspective (preferred)
· Reimbursement or healthcare-related customer service experience (preferred)
· Knowledge of managed care industry (preferred)
· Knowledge of diabetes and experience supporting patients with diabetes (preferred)
· Salesforce CRM System experience (preferred)
Skills/Competencies:
· Customer Relationships: Ability to quickly build rapport and establish trust with customers by effective listening and gaining customer experience insights by asking appropriate questions.
· Oral Communication: Ability to express oneself clearly in conversations and interactions.
· Written Communication: Ability to express oneself clearly in business writing.
· Fostering Teamwork: Ability and desire to work collaboratively with others on a team.
· Attention to Detail: Ability to ensure one's own and others' work and information are complete and accurate; following up with others to ensure that agreements and commitments have been fulfilled.
· Stress Management: Ability to function effectively in a fast-paced environment. Can handle several problems or tasks at once through effective time management and multi-tasking. Ability to maintain flexibility, and able to switch priorities as needed based on business needs.
· Dispute Management: Ability to calmly and efficiently diffuse and resolve customer complaints/issues. Maintains self-control in the face of customer frustration and hostility. Ability to identify and escalate issues requiring management support.
· Technical Expertise: Demonstration of depth of knowledge and skill using standard business / office technology and applications.
· Other Important Skills / Competencies – Flexibility, Organisation, Problem Solving, Analytical Thinking, Initiative, Self Confidence and Customer Orientation
NOTE: This position requires on-site working (requires on-site office/plant/lab work). #LI-Onsite
