Client Experience Advocate

3 days ago

Melbourne, Victoria, Australia beBeeCustomerService Full time
Job Description

We are seeking a highly skilled and experienced Customer Service Representative to join our team. The successful candidate will be responsible for providing exceptional customer service experience in the ANZ region, ensuring that all clients receive the highest level of service.

The ideal candidate will have frequent interactions with internal stakeholders such as sales and operational teams, and will be required to interact directly with clients and adhere to policies and procedures as instructed.

  • Acknowledge new orders and process them in a timely manner.
  • Issue quotes for spares as requested, including pricing and availability.
  • Acknowledge and respond to enquiries in a timely manner.
  • Maintain and commit to accurate Customer Requested Dates in the ERP system.
  • Any delays or extended lead times must be communicated to clients immediately.
  • Assist the business in achieving its sales goals (both revenue numbers and deadlines).
  • Coordination of activities with many departments, including logistics, demand planning, technical support, product management and sales.
  • Execute timely shipping arrangements with customers.
  • Active use of Salesforce for communications, orders, and customer complaints.
  • Investigating and resolving client issues.
  • Committed to effective backorder management, following up orders that are overdue.
  • Resolve any backorder-related issues with internal and external stakeholders. Proactive in notifying the CS Manager of any difficulties in a timely way.
  • Actively engage with overseas internal factories to ensure seamless execution.
  • Appropriate Salesforce escalation of complaint cases to L&D department, sales reps and management.
  • Monitor the status of complaints and ensure that they are resolved and closed in a timely manner.
  • Ensure clear roles and responsibilities between the functions and free up sales reps for more face time with customers.
  • Increase solution-focused customer service.
  • Cross training team members.
  • Backup other TCSR when they are not available.
Required Skills and Qualifications

To be considered for this role, you will require:

  • Relevant Customer Service experience.
  • Good communication and interpersonal skills.
  • Passionate about customer service and excellent telephone manner.
  • High level of integrity and able to work under stress with on-time deliverables.
  • Good planning and prioritization skills.
  • Self-starter and independent.
  • Good attention to detail and proactive individual.
  • Knowledge of ERP's, Salesforce, and MS Office beneficial.
Benefits

As a Customer Service Representative with us, you can expect:

  • A dynamic and supportive work environment.
  • Ongoing training and development opportunities.
  • A competitive salary package.
  • A range of employee benefits.
How to Apply

If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service, please submit your application in confidence.

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