• 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

• 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

• Perform other duties as assigned.

• 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)

• 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