Customer Operations Associate (12 Months Contract)

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 Care 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 Associate. 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, 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.

Education and Experience :

Skills / Competencies :

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