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Customer Service Specialist
2 weeks ago
Civilmart and Infrastructure Products Australia have come together under the global parent company CRH. This merger marks a significant step in strengthening Australia's civil infrastructure supply chain by combining the expertise and capabilities of two of the most recognised names in precast and civil concrete manufacturing.
Job DescriptionDelivering exceptional service is at the heart of our customer-centric approach. As a Customer Service Coordinator, you will play a vital role in partnering closely with our Sales Representatives and broader network to manage the quote-to-revenue process.
Key Responsibilities:
- Order Management: Professionally and timely manage customer orders and queries – phone, email, or walk ins – in a manner that meets and exceeds customer expectations and business standards.
- Negotiation and Qualification: Qualify customer need, influence and negotiate customer expectation, while interpreting and sharing information about production timing and inventory availability.
- Record Keeping: Utilize existing systems to keep detailed records of interactions, enquiries and actions taken.
- Delivery Coordination: Ensure all customer product/delivery elements are qualified and handed over to the Transport Coordinator in a timely manner to enable on time supply.
- Project Partnership: Partner with the Sales Representative to understand and gain intimacy of key projects, related project stakeholders, and delivery and freight agreements, to enable the coordination and successful delivery of all contractual promises.
- Customer Relationship Management: Evolve effective customer relationships with key project stakeholders, track project progress, schedule and conduct follow-ups as agreed to with key project stakeholders, and update project delivery schedules on Sales Orders to enable effective Inventory, Production and Despatch Planning.
- Communication: Keep the Sales Representative, Production Planner and Despatch Office informed about project status/progress/issues that may impact customer outcomes.
- Quote Creation: Create quotes and follow through to win/lose.
- Internal Support: Partner with Sales Representatives and be their internal customer service support in addition to being the key internal contact for the Customers.
- Conflict Resolution: Resolve customer complaints in a timely manner by clarifying the complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, updating the customer, and following up with the customer to ensure the resolution meets with the customer satisfaction.
- Inventory Management: Purchase and manage stock levels of re-sale products.
- Process Improvement: Actively identify and contribute to business process continuous improvements.
