Customer Operations Associate

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.

Over 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 join 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 healthcare brand experiencing rapid growth, expanding into Asia Pacific, and aiming to disrupt the insulin delivery industry.

This Australia-based role offers an exciting opportunity for a Customer Operations Associate.

The primary purpose of this role is to be the face of Insulet Australia's customer experience, ensuring it is positive and seamless.

Responsibilities include responding to customer inquiries, managing order payment processing, order placement, shipping, warranty issues, and other general concerns.

Success will be achieved through establishing rapport with customers, being highly organized, communicating effectively, learning quickly, problem-solving, managing disputes efficiently, and providing outstanding customer service.

This role reports directly to the Customer Operations Supervisor and collaborates closely with the Inside Sales, Field Sales, and Customer Care teams.

Responsibilities :

Manage all aspects of customer orders, including payment, order placement, dispatch, and delivery confirmation.

Collaborate with relevant commercial teams to ensure smooth processing and documentation of orders.

Maintain a thorough understanding of all products offered by Insulet Australia and explain their basic operation and use to customers.

Answer phone inquiries, support customers, and resolve issues in a timely and empathetic manner.

Document interactions and calls in the customer database, maintaining compliance with regulatory bodies.

Maintain satisfactory call and order metrics as defined by management.

Work collaboratively within the support team to ensure proactive customer support.

Provide feedback and suggestions for continuous process improvement.

Assist in managing relationships and communication regarding invoice payment criteria within the CPT network.

Perform other duties as assigned.

Education and Experience :

Knowledge of medical device reimbursement from manufacturer or DME perspective (preferred).

Reimbursement or healthcare-related customer service experience (preferred).

Knowledge of the managed care industry (preferred).

Experience supporting patients with diabetes (preferred).

Salesforce CRM system experience (preferred).

Skills / Competencies :

Customer Relationships : Ability to build rapport and trust quickly.

Oral and Written Communication : Clear expression in conversations and business writing.

Teamwork : Ability to work collaboratively.

Attention to Detail : Ensuring accuracy and completeness.

Stress Management : Effectively handling a fast-paced environment.

Dispute Management : Calmly resolving customer complaints and escalating when necessary.

Technical Skills : Proficiency with standard business technology.

Other Skills : Flexibility, organization, problem-solving, analytical thinking, initiative, self-confidence, and customer orientation.

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