Customer Service Liaison Officer

1 week ago

Tamworth, New South Wales, Australia beBeeCustomerSupport Full time
Job Description:

To work within a dynamic customer service team, delivering exceptional service and supporting the daily operations of the department.

Main Responsibilities:

  • Answering switchboard overflow and taking calls from customers, external sales teams, and the general public.
  • Dealing with all email inquiries and processing internet orders using in-house systems.
  • Filing paperwork onto our archive system and processing sample requests.
  • Booking deliveries for customers and preparing quotes in in-house systems.
  • Providing information on part numbers and technical details, and setting up customers for online ordering.
  • Promoting products and mailshots to customers in designated areas.
  • Dealing with carriers, chasing deliveries, and obtaining proof of delivery (POD's).
  • Maintaining customer databases and keeping contact details updated.
  • Overseeing forward orders, call-offs, and projects for customers.
  • Monitoring customer orders, deliveries, and service levels, building rapport, making courtesy calls, and resolving issues.
  • Working with other departments to ensure an excellent, efficient service from initial inquiry to dispatch and after-care.
  • Entering debit notes onto our in-house system.
  • Monitoring returns email inboxes and dealing with queries promptly.
  • Running credits from in-house systems and Sage.
  • Scanning debits and corresponding paperwork onto our archive system.
  • Dealing with incoming debit queries via telephone and email.
  • Liaising with carriers and quality departments on faulty goods collection.
  • Liaising with external sales teams on stock cleanse debits and compensating orders.
  • Liaising with credit control on returns holding up invoice payments.
  • Chasing outstanding returns and queries by phone and email.
  • Producing and monitoring reports, updating log histories on outstanding debits, and meeting targets and deadlines.
  • Scanning and validating documents onto our archive system.
  • Covering for the bespoke product team in creating and completing works orders.

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