Customer Operations Associate (Customer Service)

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 prospect 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 Associate 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 Associate 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, dispatch 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.

Maintainsatisfactorycallandordercountsasdefinedbymanagement.

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.

AssistCustomerOperationsSupervisorinthemanagementofCPTnetworkinclusiveofmanaging relationshipsandcommunicationofinvoicepaymentcriteriaasnecessary.

Performotherdutiesasassigned.

EducationandExperience:

Bachelor’sDegreeand/orequivalentcombinationofeducation andexperience

Upto2yearscallcenter/cutomerservice experienceisrequired

KnowledgeofmedicaldevicereimbursementfrommanufacturerorDMEperspective(preferred)

Reimbursementorhealthcare-relatedcustomer serviceexperience(preferred)

Knowledgeofmanagedcareindustry(preferred)





Knowledgeofdiabetesandexperiencesupporting patientswithdiabetes(preferred)

SalesforceCRMSystemexperience(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:Abilitytoexpressoneselfclearlyinconversationsandinteractions.

WrittenCommunication:Abilitytoexpressoneselfclearlyinbusinesswriting.

FosteringTeamwork:Abilityanddesiretoworkcollaborativelywithothersonateam.

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 escape 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, Organization, Problem Solving, Analytical Thinking, Initiative, Self Confidence and Customer Orientation

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📌 Customer Operations Associate (Customer Service) (Sydney)
🏢 Insulet
📍 Sydney