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Customer Service Coordinator Anz

Cepheid - Lane Cove, NSW

Customer Service & Call Centre
Source: uWorkin

Source: uWorkin


Job Description

Job Title: Customer Service Coordinator ANZ

Job Location: Sydney, NSW

Job Profile (Level-Job Family): Business Support


Perform the following administrative functions on behalf of Cepheid, this role plays an integral part in providing exceptional customer service and support internally and externally. The role will undertake various administrative tasks such as processing customer orders, coordinating inventory requirements and shipments, answering incoming calls, responding to customer requests, SAP and Microsoft Office processes and assisting the Logistics and Field teams in most day to day activities.

The position is based in the Sydney office.


  • Ensure all transactions meet internal, local and international compliance requirements.
  • Provide back-office support to the Sales, Marketing and Service Teams performing logistics activities while providing relevant information as required.
  • Fulfil the role as first-line telephone contact and interface with external & internal customers regarding order status, deliveries, back orders etc.
  • Coordinate new instrument placements in conjunction with the ANZ Office Manager.
  • Assist with service and rental transactions in SAP.
  • Liaise with ANZ Technical Service team with regards to installations, repairs, and customer training.
  • Ensure that invoices are correctly authorised and matched with original purchase orders.
  • Assist Finance with the follow up of overdue accounts and assist customers with invoice queries.
  • Raise credit and debit notes as required, including the processing of returns.
  • Troubleshoot customer queries and liaise with suppliers and customers regarding order and delivery issues
  • Co-ordinate exporting of any product/s to other Cepheid locations (e.g. module returns for refurbishment)
  • Process all orders to meet on-time delivery ensuring customer expectations are met and achieving a minimum order entry accuracy rate of 99%.
  • Responding in a friendly, professional, and customer-focused manner, ensuring First Call Resolution. Developing relationships with key customers. Ensuring all customer enquiries are acted on appropriately & recorded when required. Responding to all customer telephone enquiries on the day of receipt and follow-up where necessary and in a timely manner.
  • Assist with the SAP Customer Master file including setting up new accounts and updating existing accounts (Aust & NZ) in a timely and accurate manner.
  • Answer and administer incoming calls within the guidelines of the Cepheid phone protocol.
  • Record customer complaints associated with customer service (non-product or engineering related issues).
  • Liaison and follow‐up when appropriate with transport companies, ensuring Cepheid service levels meets customer expectations of prompt delivery times.
  • Provision of proof of deliveries as required to aid in resolving outstanding accounts.
  • Ensure adherence with Quality procedures and Internal policies.
  • Performing other administrative tasks as requested.
  • Process NZ Replenishments and ensure the stock is received and updated in SAP.
  • Assist in the management of stock take and cycle count activities with the 3PL warehouse and ensure the inventory is reconciled timely.


Education and Experience (in years):
  • Highschool or tertiary degree
  • Certificate in Customer Service, Logistics Management or Administration.
  • One-year experience working in a similar environment.
  • Knowledge of medical/pathology/scientific terms an advantage
  • Understanding of order management/supply chain/logistics preferred

Knowledge and skills:
  • Excellent customer and interpersonal skills, well organized, able to multi-task, able to work with multiple groups internally and externally, strong work ethic.
  • Proven experience and a successful record in a customer service/logistics environment
  • Must be able to maintain multiple projects at one time.
  • Strong customer service focus, customer satisfaction oriented with strong problem-solving skills.
  • Strong general computer literacy with Intermediate skills in Microsoft Office products
  • SAP experience essential
  • Excellent written, communication & interpersonal skills.
  • Ability to prioritize and work under pressure.
  • High attention to detail
  • Ability to work autonomously and within a team

Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here.

Lane Cove, NSW

Customer Service & Call Centre


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