**The Position** Receive, record, process, document and file customer orders, claims, master data changes, enquiries and complaints, in accordance with BI and statutory requirements, policies and procedures. Ensure every interaction has a customer focus whilst preserving business objectives. Positively and professionally represent the Commercial Supply Chain team and thereby BI; providing excellent customer service levels by responding quickly and efficiently to internal and external customer enquiries and maintain high levels of customer satisfaction by providing appropriate solutions. Achieve business results by obtaining insight into the objectives of the business units and collaborating within the team to deliver results. **Tasks & Responsibilities** + Manage and resolve incoming calls, enquiries, purchase orders, claims and rebate processing accurately and timely. Maintain customer master data records. Establish a positive rapport with every caller. + Build and maintain trading relationship and trust with customers through accurate (genuine/honest), consistent and collaborative communication. + Ensure customer satisfaction through the prompt handling of purchase orders, account inquiries and processing of account adjustments. Timely resolution of problems by clarifying the complaint/assessing validity, identifying the problem, investigating solutions and feedback to the customer and follow up to ensure customer satisfaction. + Build loyalty and retain customers through identifying customer needs in a helpful and positive way and professionally proposing products to fulfil unmet needs. Engage with customer to suggest purchase quantities of launch or promoted products. + Escalate / share / document customer feedback. Record details of customer contacts and actions taken according to system capabilities and team operating procedures. + Identify and investigate pricing errors during and after order processing. Understand pricing process and provide resolution proposal to pricing administrator. **Requirements** + Previous customer service experience – B2B essential + Dealing with wholesalers, vets, (damages, late delivery, supply of stock, stock delay) + SAP R3 experience + Microsoft office suite knowledge – intermediate + Excellent verbal and written communication skills + Interpersonal skills: creating positive interactions with customers is an essential part of Customer Service. Professional and courteous behavior is necessary in every customer interaction. + Listening skills: Customer Service Officers must listen carefully and understand a customer’s situation in order to help them. Listen & interpret. + Problem-solving skills: Customer Service Officers must determine solutions to a customer’s problem. By resolving issues effectively, Customer Service can contribute to customer loyalty and retention. Diplomatic and customer orientation will be necessary in situations where claims or complaints cannot be validated or processed. + Patience: Officers should be patient and polite, especially when dealing with difficult or irate customers. + Attention to detail (order processing, pricing inconsistencies), excellent written and verbal communication skills, documentation of processes and customer enquiry resolution. + Multi-tasking, Ability to prioritise, Time Management Skills. **Why Boehringer Ingelheim?** Our workplace is a creative and dynamic place to be – with the future always on our minds. Your personal journey is one you can develop from the very start, with leadership that nurtures your ambition with you. Boehringer Ingelheim offers a competitive remuneration, attractive bonus scheme, subsided health insurance, employee assistance program, development programs and career development opportunities. Our people are the beating heart of Boehringer Ingelheim and we have been recognised as a global Top Employer for five years. We value diversity by embracing various perspectives, fostering an inclusive environment that benefits our people, patients, and communities. **What’s next? - How to apply** If you would like to be part of this highly driven and successful team, please submit your CV addressing the key criteria above. You must have the right to live and work in this location to be considered for this opportunity. It is our policy not to accept speculative resumes from recruitment agencies. **Position Area** Human Pharma **Position Location** NSW **Organization** Boehringer Ingelheim **Schedule** Full-Time **\#LI-BI** All qualified applicants will receive consideration for employment without regard to a person’s actual or perceived race, including natural hairstyles, hair texture and protective hairstyles; color; creed; religion; national origin; age; ancestry; citizenship status, marital status; gender, gender identity or expression; sexual orientation, mental, physical or intellectual disability, veteran status; pregnancy, childbirth or related medical condition; genetic information (including the refusal to submit to genetic testing) or any other class or characteristic protected by applicable law.