Customer Services

The Customer Support department is made of a combination of Customer Service which looks after our Hospital’s requirements, Homecare who manages Patients in the home who require product to support them with Renal, Haemophilia and Nutrition disorders, then were have Transport which managers our team of dedicated drivers and transport partners.

Each Customer Support Specialist are allocated to their own customers that they manage, however any one of the team members are able to process any customers orders or requests. Currently approximately 10% of orders are received electronically with the reminder received by either phone, fax or email. This team processes approximately 90,000 orders consisting of more then 530,000 lines P.A.

The Homecare team manages approximately 2,300 patients in their home who require product for the treatment of Renal, Haemophilia or Nutrition disorders. This team is located in Auckland, Brisbane, Sydney and Perth including 2 work from home locations. Each team member manages approximately 280 home patients and speak to these patients at least twice a month if not more. The Customer Support Specialists is responsible for managing the patients product requirements for a monthly delivery which will support the patients treatment at home. This team processes approximately 41,000 orders consisting of more then 510,000 lines P.A. In addition this the team also managers a travel club which allows these patients to freedom to travel either intrastate, interstate or overseas. In doing so the C.S.S. manages the transport and product requirements to allow this to take place. The Customer Service team manages our customers order processing and their various requests in relation to product information, samples, transport requirements, and other logistical issues. This team is located in Auckland, Brisbane, Sydney, Melbourne and Perth and operate on a one standard order entry and telephone system across Australia and New Zealand.

This team manages the transport requirements of our dedicated fleet located in Auckland, Brisbane, Sydney, Melbourne, Adelaide and Perth along with our transport partners throughout Australia and New Zealand. Working closely with our distribution centres ensuring we maintain a world class delivery service for our customers throughout the region.