Client Services Associate

1 week ago


Pascoe Vale, Victoria, Australia Carrier Full time

About the Role

The Client Services Associate is a key position at Carrier, responsible for delivering exceptional customer experiences and driving revenue growth. As a Client Services Associate, you will be the first point of contact for our customers, resolving moderately complex inquiries and collecting customer data to identify trends.

This role requires strong analytical thinking skills, excellent communication skills, and the ability to build relationships with external customers and internal cross-functional teams. You will be responsible for:

  • Customer Advocacy: Act as a customer advocate to ensure timely delivery and engage in customer complaint processes.
  • Customer Engagement: Engage with external customers for inbound queries relating to products, orders, services, and outbound follow-up communications.
  • Order Management: Review customers' purchase requests, process sales orders in ADEPT, and provide post-sales follow-up to ensure customers receive exactly what they need.
  • Troubleshooting: Troubleshoot customer-related issues and complaints relating to orders, services, products, and shipments in a timely manner.
  • Customer Insights: Collect and consolidate information regarding customer interactions and transactions, analyze customer interaction and customer service trends to facilitate future needs in trainings and improvements in customer services.
  • Technology Proficiency: Use Salesforce with proficiency for customer relationship management.
  • Documentation: Develop documentation for SOP, Special Handling, and Knowledge Center.
  • Collaboration: Collaborate with Sales, Operations, Finance, and overseas teams to ensure on-time deliveries.
  • Support: Act as a backup where needed in other regions and perform other tasks as assigned.

Requirements

  • Certificate or Diploma: Certificate or diploma in business administration or an industry-related field.
  • Customer Passion: Possess a passion for customers.
  • Customer-Facing Experience: Proven experience in customer-facing roles.
  • Management Skills: An understanding of basic management approaches such as working scheduling, prioritizing, coaching, and process execution.
  • Technical Skills: Excellent computer skills (Word, Excel, PowerPoint, Internet) and previous experience using booking systems, ideally ADEPT and Salesforce.
  • Attention to Detail: Superior attention to details to accurately input data and navigate databases.
  • Team Player: A positive and proactive attitude and the ability to work within a collaborative team environment.
  • Communication Skills: Strong and effective communication skills, with the ability to influence and engage stakeholders.
  • Specialized Knowledge: Possess specialized knowledge of technical or operational practices – preferred.
  • Client Base Knowledge: Ability and desire to learn client base and industries – preferred.
  • Independence: Ability to work independently with minimal supervision – preferred.
  • Passion and Dedication: Demonstrate passion, dedication, professionalism, and proven execution – preferred.
  • Data Analysis: Data analysis experience – preferred.

Benefits

We are committed to offering competitive benefits programs for all our employees and enhancing our programs when necessary.

  • Attractive Salary Package: Attractive salary package.
  • Supportive Team Environment: Supportive team environment.
  • Excellent Job Stability: Excellent job stability with a focus on career progression.
  • Training and Development Opportunities: Training and development opportunities, including access to Carrier's Online Learning Platform.


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