Customer Operations Associate

Job Description

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! Job Title: Customer Operations Associate Department: Customer Care FLSA Status: Non-Exempt 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 customer experience and ensure 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 the 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: Respond to customer inquiries and provide information regarding products and services. Manage order payment processing and order placement. Coordinate order shipping and warranty claims. Address general customer concerns and issues. Establish rapport with customers and provide outstanding customer service. 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, handling several problems or tasks at once through effective time management and multi-tasking. Dispute Management: Ability to calmly and efficiently diffuse and resolve customer complaints/issues. 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. Physical Requirements: Requires sitting and standing associated with a normal office environment. Manual dexterity needed for using a calculator and computer keyboard. Lightweight lifting may be required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. #J-18808-Ljbffr