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Customer Service Team Lead

4 months ago

Warriewood, Australia Optimal Recruitment Pty Ltd Full time

**Permanent Full-Time Role**:

- **Based in Warriewood with parking on site**:

- **Excellent salary package including bonus**

Our client is
**ASX listed** and a leading distributor of audio-visual solutions for all types of installation projects in Australia and New Zealand, including professional broadcast, media and communications; defence, law enforcement and security; live sound and production; musical instruments and sound recording; residential and commercial installation; and home entertainment markets.

With over 100 diverse brands in their portfolio the opportunity has arisen for a customer service team leader role. You will be leading a team of 7 and as a member of this close knit team you will report directly to the Operations Manager and liaise closely with the Sales Reps and Warehouse Manager.

**The Role**

The main objectives of the role are to manage the day to day activities of the Customer Service Team to ensure a high level of service and satisfaction are achieved at all times. The successful applicant will provide reports to the Operations Manager on sales results, loan stock etc. on a weekly and monthly basis across all product segments.

**Key Responsibilities**
- Manage the day-to-day activities of the Customer Service Team, including Trade Counter Sales
- Answering customer enquiries and take orders over the phone
- Enter Sales Orders in to the Pronto system
- Ensure the efficient process of the order entry AI, LucyAI
- Liaise with Warehouse staff in relation to picking slips when completed, short shipments etc and report any anomalies to the Operations Manager
- Responsible for the supply of monthly sales results to all major accounts
- Follow-up all service related credits, disputes and claims
- Authorisation of all credits in accordance with company guidelines
- Resolve customer claims and complaints
- Hold monthly Customer Service meetings to ensure information flow and any issues that may arise are resolved in a timely manner
- Liaise with National Sales Managers and Account Managers across all segments on various issues
- Keeping accurate records and providing reports to the Operations Manager of Loan Stock on a monthly basis
- Ensuring correct information and records are kept for cash sales
- Assist in the maintenance of Integrated Solutions dealers agreements and management of item security
- Ensuring flexibility to support other business units as required
- Creation and updating of process documents for the Customer Service Team transactions

**To be eligible you will have**:

- High level of proven team leadership and customer service skills of 5 years or more
- High level of general problem solving skills
- An understanding of the order process through an ERP system
- Computer literate (Microsoft Office -Advanced level)
- Able to self manage as well as work within a team environment, must be a self-starter
- Excellent communication skills, both written and oral
- High level of people skills, ability to interact with staff across all levels
- Experience with Pronto / intergrated accounting systems desirable

**APPLY NOW** by sending your Resume and cover letter or for a confidential chat please call Julie on 02 8416 4181.

**PLEASE NOTE** this role is only open to Australian Citizens or Permanent Residents