Customer Care Specialist

6 days ago

Knoxfield, Australia SodaStream Full time

Reporting to the Customer Care Manager, the Customer Care Specialist will play a critical part in delivering exceptional customer service by ensuring the timely and accurate processing of orders, resolving customer enquiries, and maintaining positive relationships with internal and external stakeholders to enhance the overall customer experience.

**Responsibilities and Duties**:

- Monitor and process incoming orders using multiple systems, including EDI, while collaborating with the relevant stakeholders to meet customer demands.
- Facilitate the resolution of order discrepancies relating to data integrity, shipping issues, pricing and credit holds.
- Manage out of stock and backorder queries.
- Assist cross functional teams with credit claims, marketing orders and transfer requests, ensure proper financial approval.
- Act as a liaison between the customer, sales, finance and distribution teams including 3PLs.
- Prepare out of Stock, stock on hand and invoice reports daily and other reports as required and share them with the relevant stakeholders.
- Continuous utilization and upskilling in existing and new technology to drive root cause analysis and problem resolution relating to on-time delivery, order blocks, and other team metrics.
- Collaborative and supportive team work to ensure timely order processing, product allocation, order modifications, return claims, and product availability.
- Ensure KPI standards are met.
- Continuously look for opportunities to improve processes and enhance efficiency.
- Trouble shooting product issues.
- Assisting with online purchase queries and order updates
- Following up on order status.
- Directing customers to product educational resources.
- Servicing and assisting the customers with any other query as needed.
- Proactively reaching out to customers to assess their satisfaction with orders, improve their user experience, and provide additional product recommendations.
- Perform ad hoc duties as required within the department.

**Key Performance Indicators (KPIs)**:

- Response Time:

- Calls are to be answered 80% of the time within 30 seconds
- Abandonment call rate is to be less than 4% of calls.
- Quality - customer satisfaction survey is to be 90% or higher as satisfied. Review service comments too.
- Identify top contact drivers and share insights with your manager and other relevant stakeholders to reduce pain points and resolve common problems reported by our customers.
- Order processing to be completed on the same day for all orders received by 2pm. Manage genuine urgent exceptions as required. Ensure to meet any cut off times and place pick slips in the processing/pick/pack area daily on time. Ensure to communicate any important information regarding an order with all the relevant stakeholders.

**Requirements**:

- Customer Oriented
- High Attention to Detail
- Can Do and Positive Attitude
- Problem Solving & Analytical Skills
- Intermediate to Advanced level computer skills in Excel, Word & Outlook, so as to be able to prepare & present various reports
- Competent in use of EDI & Oracle
- Strong interpersonal and communication skills, both written & verbal
- Excellent stakeholder management skills, including internal & external customers
- Strong ability to multi-task
- Highly Organized
- Ability to meet deadlines
- Applicant must have valid work rights to work in Australia.
- The company will not be able to support any VISA sponsorship or relocation charges request.

Country:
Australia

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