Customer Portfolio Manager

1 week ago

Melbourne, Victoria, Australia beBeeCustomerService Full time $65,000 - $85,000
Customer Service Professional

We are seeking a dynamic and proactive individual to oversee a regional portfolio, ensuring customer satisfaction, fostering relationships, and driving growth opportunities in collaboration with our sales and marketing teams.

The ideal candidate will have previous contract role experience in a customer service centre, direct order entry, customer call taking, sales team/site liaison and reporting running as part of everyday duties.

Key Responsibilities:
  • Manage Customer Order Lifecycle: Oversee all aspects of the customer order process, including order entry, stock transfers, modifications, pricing, terms, freight, cancellations, and confirmations.
  • Order Management: Ensure accurate order entry and timely handling of inbound customer calls.
  • Customer Support and Query Resolution: Address and resolve customer and stakeholder inquiries related to order status, stock availability, and delivery timelines through various communication channels.
  • Stock Returns and Credits Management: Investigate and process stock returns and credit requests promptly.
  • Cross-Functional Collaboration: Work closely with sales, marketing, and operations to align customer goals with business objectives.
  • Complaint Resolution: Professionally handle customer complaints and escalate issues when necessary.
  • Campaign Implementation: Collaborate with the Customer Service Sales team to execute and evaluate outbound sales and marketing campaigns.
  • Field Liaison: Coordinate with sites and the field sales team to provide necessary information for meeting customer needs.
  • Continuous Improvement: Analyse customer feedback and identify areas for improvement.
  • Database Maintenance: Maintain and update the customer database in core ERP/CRM systems.
Requirements:
  • Previous contract role experience in a customer service centre.
  • Proven ability to be proactive and take roles and opportunities to the next level.
  • Proficient in using ERP systems such as CRM systems and Microsoft Office Suite.
  • Excellent verbal and written communication skills.
  • Exceptional attention to detail and multitasking capabilities.
  • Able to work autonomously and thrive in a collaborative team environment.
  • Strong organizational and time management skills.

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