Processing all types of Hospital and Home Patient orders (including spare parts orders) for delivery.

- Making outbound phone calls and receiving inbound phone calls.
- Creation and setup of new patients
- Identify and articulate any process operational improvement initiatives.
- Ensure priority meets business requirements and is Identified, resolved, and tracked as quickly as possible.
- Provide and publish analytics to key operational KPIs (stocktake to orders conversions, blocked orders rate, etc) working closely with key stakeholders.
- Review and investigate customer complaints on a periodic basis.
- Ensure operational SOPs/WIs are documented/reviewed and stored in a central location for access.
- Liaise with the current starters as a ‘buddy’ to make the onboarding process smoother for the new employee.
- Escalate and discuss with CC ANZ Manager for escalations.
- Liaise with sales, warehouse & transport, supply chain and all relevant stakeholders to ensure completion of orders.
- Effectively communicate with internal and external stakeholders regarding issues impacting customers.
- Support team members to perform operational duties during their absence

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📌 Customer Care Representative (City of Ryde)
🏢 Fresenius Medical Care
📍 City of Ryde