Customer Support Specialist

2 days ago

Haymarket, Australia Accent Group Full time

**About Us**:
Accent Group Limited is the leading digitally integrated retail and distribution business in the Apparel and Footwear performance and lifestyle market in Australia and New Zealand. With over 700+ stores, 33 brands and over 35 online platforms. Our brands include; Glue, Platypus, Skechers, Hype DC, Vans, Dr. Martens, Subtype, The Athletes Foot, CAT, Merrell, The Trybe, Pivot, Timberland, Stylerunner, Palladium, Stance, Saucony, EXIE & 4Workers

**About the role**:
We have an exciting role available for a Customer Support Specialist to join our Customer Service Team. Reporting to the Customer Support Manager your responsibilities will include all correspondence, sale analysis, reporting and deliveries across various allocated Vertical Brands. Develop and maintain high level rapport and strong relationship with key accounts, including Myer, David Jones, The Iconic & Sales Agents.

**Your key responsibilities will include**:

- Maintaining accurate database across all brands
- Updating Sales & Customer Account modules across various databases, ensuring accuracy in processing and reporting
- Provide high level correspondence to all queries, including key accounts, Brand Managers and agents relating to their set territory/brands.
- Wholesale enquiries to be responded to within 24hrs and all resolved within 5 days via Zendesk
- System Maintenance - Clean-up of Old/ uncompleted orders & Open Pick runs (Pick Management)
- Provide and submit a monthly report on all delivery issues and status of orders for their region/brands
- Liaising with internal and external stakeholders on order updates and shipment enquiries
- Maintaining faulty and return to sender orders from customers
- Short shipment analysis - working with customers and the warehouse
- Stock Analysis
- Assisting with remittance - Glue and David Jones
- Assisting with investigating issues raised by Finance team
- Assisting with managing POD requests, Toll and Star track deliveries and returns
- Liaising with our 3PL warehouse on deliveries, returns and data integrity
- Assisting our customer and Agent network in actioning credits for faulty and short deliveries.

**To succeed in this role, you will need to have**:

- Demonstrated experience within a similar position
- Ability to Liaise and build rapport with a wide variety of stakeholders at all levels
- Proven experience in dealing with major accounts, external suppliers and various levels of Management staff
- High level Excel, word & Powerpoint skills
- Exceptional communication skills (both written & verbal skills ) as dealing with major accounts
- Excellent problem solving and decision making skills
- Proven experience in data analysis & delivery consolidation
- Affiliation with Accent Group Core values and “Make It Happen” attitude.

At Accent Group Limited we are committed to creating an inclusive workplace that promotes and values diversity and inclusion. We believe in the diversity of our people across age, gender, identity, race, sexual orientation, ethnicity, physical and mental ability. We strive on creating an equal employment environment where everyone from any background can be themselves.

The Accent Group acknowledges, and pays respect, to the Traditional Owners and ongoing custodians of the land. The Aboriginal and Torres Strait Islander and Maori people.

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