At Fisher & Paykel Healthcare, our dedication unites us in a shared mission to improve patient care and outcomes through world-leading healthcare solutions. We call this commitment Care by Design.
Our journey began in New Zealand over five decades ago when a visionary doctor and two ingenious engineers pioneered a new approach to respiratory health. Today, we are a leading designer, manufacturer, and marketer of products and systems for acute and chronic respiratory care, anesthesia, and the treatment of obstructive sleep apnea. Our innovative products touch the lives of millions of patients annually while operating in over 120 countries worldwide.
We seek individuals who are passionate about having a lasting, positive impact. We value individuals who prioritize enduring relationships and creative thinking and who are driven to make a difference.
In return, we will support your personal and professional growth with our inclusive work environment, built on a foundation of care and collaboration. Together, we form a team of compassionate individuals dedicated to purposeful work.
Care to join us and make a real impact
Position Summar
Plan and manage customer services. Directing, optimizing and coordinating full order cycle. This role is an advocate for the Fisher and Paykel Healthcare Purpose and will display and promote the desired work culture around the Fisher and Paykel Healthcare Values of Relationships, Commitment, Life, Originality and Internationalism.
Key Responsibilities
- Represent FPH in a professional manner at all times, for internal and external customers.
- Lead, direct, manage and develop team members to deliver excellent customer support, handling escalated issues & ensure smooth operations in line with the laid down organisational processes.
- Assist team members with the resolution of complex customer order issues to consistently develop team member's knowledge and skills.
- Train, mentor, monitor performance against KPIs & regularly provide feedback to customer service representatives thereby assisting in creating High Performance Team.
- Act as a primary point of contact for sensitive customer complaints and develop new procedures and identify areas of enhancement.
- Coordinating with other functional managers and divisions to improve communication and procedures thereby aiding in a smooth workflow process.
- Actively engage with ICT and NZ SAP teams to resolve technical system issues and improve functionality.
- Work closely with internal warehouse and freight companies regarding smooth execution of customer orders.
- Prepare & publish key reports & dashboards to drive visibility & assist in business decision making.
- Work on various projects for improving process and assist in implementation of advanced ERP systems aiming towards enhance customer service.
- Standardise and maintain appropriate documentation to meet compliance, audit & regulatory requirements.
Key Outcomes/ Deliverables
- Ensure consistent improvement in the performance of Customer Service team by adequate resourcing and comprehensive training.
- Promoting and maintaining employee engagement.
- Positively Impacts customer service by maintaining high levels of customer satisfaction.
- Improvement in response times and resolution rates.
- Accurate and efficient processing of complex orders.
- Supports achievement of sales targets and objectives.
- Future capacity planning to meet FPH growth requirements.
- Strong relationships with the wider business.
- 100% compliance with all statutory obligations.
- Promotes the image of FPH to external customers, suppliers and stakeholders.
Knowledge, Skills & Experience
- A graduate by qualification and minimum 8+ years of experience in customer service with at least 3 years in managing a team.
- People and project management skills.
- Proven Customer Service experience in a medical / clinical environment with a strong relationship-building skillset.
- A Continuous Improvement Mindset, should be able to roll up sleeves and dig deeper for process enhancement in a growing organisation.
- Ability to multi-task, prioritize and manage time effectively. Excellent attention to detail.
- Strong in navigating ERP systems SAP, must be able to work & pull reports independently.
- Advanced skills in computer applications including Microsoft office (esp MS Excel, Word, Power Point, Power BI etc.)
- Must be able to articulate and possess engaging presentation skills with problem-solving abilities.
