Global Supply Chain Support Expert

4 days ago

Newcastle, New South Wales, Australia Avetta Full time

SUMMARY

We are seeking an exceptional Global Supply Chain Support Expert to join our team at Avetta. In this role, you will play a vital part in developing and maintaining a world-class prequalification system for contractors, suppliers, and vendors.

This is an entry-level/early career opportunity that is full-time. After an initial 4-week training period in-office, you will work in a hybrid environment with 3 days in the Newcastle office and 2 days working remotely.

As a successful candidate, you must currently reside within commutable distance of Newcastle and possess the right to work in Australia without any sponsorship. You will be required to provide proof of this during the final stages of the selection process.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Provide professional support to all Avetta customers through various communication channels.
  • Utilize your research skills to clarify and resolve every issue, offering solutions and alternatives to ensure customer satisfaction.
  • Interact directly with Avetta customers via phone, email, and chat, prioritizing and resolving their needs promptly.
  • Verify details on regulatory documents accurately and record interactions in Service Cloud (SFDC).
  • Perform necessary outbound follow-ups via phone and email to ensure customer satisfaction.
  • Analyze and report product malfunctions, testing different scenarios or impersonating users as needed.
  • Update internal databases with information about technical issues and valuable discussions with customers.
  • Educate customers about new features and functionalities, gathering feedback and sharing it with our Product, Sales, and Marketing teams.
  • Communicate and coordinate with internal departments, working collaboratively to achieve our goals.

METRICS THAT MATTER:

  • Customer Satisfaction (CSAT) Survey Scores
  • Number of calls, chats, and cases defined by department
  • Quality Scores
  • Adherence & Productivity
  • Regular and Predictive Attendance

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