Customer Experience Manager

2 weeks ago

Brisbane, Queensland, Australia beBeeCustomerService Full time $70,000 - $77,000

About This Role:

The Customer Service Representative provides comprehensive sales support, managing sales from order through delivery to achieve exceptional customer satisfaction. They serve as the dedicated primary customer contact for all order transactions and associated inquiries from assigned customer accounts.

Key Responsibilities:

  • Deliver a high-quality, relationship-driven customer experience in managing assigned customer accounts for territories outside of North America.
  • Coordinate new customer account applications by performing credit reference checks and validating set-up accuracy in ERP systems.
  • Meet turnaround standards for processing customer requests.
  • Verify incoming customer orders for accuracy of part IDs and pricing.
  • Process validated customer orders in ERP systems, creating work orders and/or purchasing from suppliers.
  • Provide order acknowledgement with expected delivery dates, tracking progress, and communicating changes to customers.
  • Coordinate shipping, including production of pick and pack lists, quotes, and ship dates.
  • Create sales and/or pro-forma invoices with shipping charges, distributing them to customers.
  • Manage debtor records, including monthly statements and aged debtor maintenance, and collect payments.
  • Respond to customer inquiries regarding order updates, A/R, cancellations, RMA requests, freight inquiries, discrepancies, and other entry requests.
  • Process product RMA returns from customers for account adjustments, including restock fees and price differences.
  • Contribute ideas to improve processes, throughput, or service standards, looking for opportunities to manage or produce orders more efficiently and profitably while meeting customer needs.
  • Perform basic administration duties, mail collection, filing, and other tasks as required.

Requirements:

Bachelor's Degree or equivalent combination of education and work experience. Minimum 2-4 years of experience in customer service in a similar business environment. Proficient in MS Office Suite (Word, Excel, Outlook). Citrix/Visual and Cherwell experience desired. Familiarity with ERP, MRP, and CRM Systems. Ability to analyze reports and use data for planning, communication, decision-making, and problem analysis. Attention to detail and accuracy are essential.

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