Customer Experience Coordinator

8 months ago

Brisbane, Australia Big Ass Fans Full time

**We are Big Ass Fans. Fun name, serious business. We design, manufacture and sell those awesome fans you see on The Block, Grand Designs, in airports, shopping centres, industrial warehouses, restaurants and more**

**Are you**:

- Motivated to succeed and passionate about what you do?
- Excited about innovation, expansion and fast-paced growth potential?
- An enthusiastic team player who goes the extra mile for your customers?
- Adaptable, Proactive and have the ability to work well under pressure?

**If yes, then we want YOU**

The Customer Experience Coordinator will be responsible for providing technical support to BAF clients and resolving issues in a timely and effective manner. They will also be responsible for coordinating the order fulfilment and distribution of stock whilst assisting the warehouse with order queries.

**Responsibilities**:

- Liaise with clients, suppliers and transport companies, building strong working relationships
- Process customer orders utilising multiple data programs
- Facilitate order fulfilment while working independently with Sales, Accounting and Service departments
- Demonstrate Professionalism while dealing with customers sensitive information
- Evaluate data submitted to order processing department for accuracy and compliance with company, national and international policies
- Communicate with other departments regarding inaccurate orders with the intent resolving inaccuracies
- Process account information, customer information, and a variety of other forms and documents by resolving inconsistencies, document control and reviewing data for errors using standard data entry procedures.
- Enter information into specific files or forms for recorded material
- Verify existing information and or update accordingly within existing CRM
- Maintain a clean backlog while working with relevant internal parties
- Provide high quality inbound and outbound client contact to existing client base
- Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
- Thoroughly and efficiently gather customer information, assess, and fulfil customer needs, and accurately document interactions through case tracking.
- Provide quality service and support in a variety of areas including, but not limited to: Freight, Installations and Troubleshooting.
- Professionally troubleshoot customer issues over the phone.
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
- Assist with the booking of international shipping
- Organize warranty replacements and services

**Requirements**:

- Previous experience working in a Call Centre environment
- Experience using a CRM (i.e. Salesforce)
- Previous experience the new construction industry process
- Have a sound understanding of measurements, airflow and be able to recommend BAF products using that knowledge

**Why live life Big Ass?**

Big Ass Fans Australia offers employees excellent pay, career opportunities from fast and profitable growth, and a challenging and rewarding work environment.

We work hard, play hard. Joining our Big Ass Family means saying YES to team lunches, fun company events, beer fridge and other rewards while working hard as a team to ensure sales goals are achieved and customer satisfaction.

**Why haven’t you applied yet?

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