Full time chance in Kilsyth for a customer-focused individual wishing to grow their career in a supportive company. Salary: $67,000 - $70,000 per annum + super
Key accountabilities
- Front-line customer service – processing both phone calls and emails related to customer orders, pricing availability, and claims
- Managing the entire lifecycle of assigned customer accounts (from new customer set-up, order entry/modification, escalations; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline.
- Act as the single-point-of-contact for customers, parts distribution centers and/or manufacturing plants and cross functional departments to process and fulfil customer orders; providing accurate documentation and continual communication to customer throughout the process.
- Take ownership of and resolve complex customer inquiries provide timely and informative responses as per business key performance indicators.
- Manage some technical queries of products but know when to escalate to the appropriate person to respond.
- Maintain accurate records of all internal and external interactions in the appropriate database/system (Salesforce)
- Ensure customers comply with export policies and ensure required export/shipping documentation is compiled to the relevant legislation.
- Act as liaison between the customer and warehouse/dispatch. Support Supervisor with hosting customer visits at local facility.
- Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organisation. Participate in/lead process improvement projects.
Selection criteria:
- Proven customer service experience; utilising both phone and email customer service
- Excellent verbal and written communication skills
- Strong level of attention to detail and accuracy skills
- Previous experience in a manufacturing environment is advantageous (but not essential)
- Strong collaboration and team player skills
- Good judgement skills; ability to escalate queries and issues appropriately when required
- Willingness to work on a roster basis: 8am – 4pm one week, 10am – 6pm the next week
If you have the relevant skills and experience, please apply now with your up-to-date CV (in Word format)