Customer Care Associate

Job Summary

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 the business-critical Customer Operations Associate role is to be responsible for entering, and maintaining accurate data in Insulet Australia’s systems, and ensure that it is accessible and reliable for other departments.
Success in this role will be accomplished through ability to be highly organized with a keen attention to detail, communicate effectively, learn quickly, and problem solve.
The Customer Operations Associate role reports directly to the Customer Operations Associate Supervisor and works closely and collaboratively with the Inside Sales Team, the Field Sales Team and Customer Care Team.
Responsibilities:

Responsibilities:

• Coordinate all aspects of the customer’s initial order, including reviewing and organising information to prepare accurate source data for entry.

• Verify the accuracy of source documents and resolve discrepancies prior to entry to maintain strong data integrity.

• Adhere to company protocols for data storage, handling, and security to ensure compliance and protect sensitive information.

• Oversee and consolidate digital payments to coordinate customer product access.

• 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 each product’s basic operation and use.

• Answer email inquiries, providing support and direction to HCPs, and resolving order-related issues in a timely and empathetic manner.

• Work as part of the larger support team, collaborating with other departments to ensure proactive, superior back office administrative support.

• Provide frequent feedback and suggestions to support an environment of continuous process improvement.

• 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 managed care industry (preferred)

• Knowledge of diabetes and experience supporting patients with diabetes (preferred)

• Salesforce CRM System experience (preferred)

Skills/Competencies:

• Oral Communication: Ability to express oneself clearly in conversations and interactions.

• Written Communication: Ability to express oneself clearly in business writing.

• Fostering Teamwork: Ability and desire to work collaboratively with others on a team.

• 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 complaints/issues. Maintains self-control in the face of customer frustration and hostility. Ability to identify and escalate 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, Organisation, Problem Solving, Analytical Thinking, Initiative, Self Confidence

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.