Customer Service Co Ordinator

Do you have what it takes to work for Harris Farm?
- Be a part of our growing retail business.
- 6 Month contract

**About us**

At Harris Farm Markets, we don’t just respect nature, we’re driven by it. Our prices, our produce, our specials - all determined by nature. It enriches everyone and everything. For over 40 years Harris Farm Markets has remained 100% family owned and operated.

With over 25 + stores across Sydney and NSW and growing and home to over 2,200 wonderful employees all with a common purpose, to reconnect Aussies with the joy of food. It’s this purpose that sees us continue to bring the best that nature has to offer to our customers each day. From sustainable initiatives like Imperfect Picks, to showing love for local farmers and producers through products such as our Farmer Friendly Milk, we believe that all our actions can make a real, positive difference.

**The Role**

The **HFM Customer Service Coordinator** is responsible for providing the highest standards of customer service, with outstanding communication skills and an unwavering customer focus.

**Key responsibilities will include**:

- Maintain and update customer service handbook.
- Working closely with the Customer Team on monitoring channels, particularly social media community management.
- Coordinate, analyse and improve customer service functions to meet company goals.
- Identify root cause of problems: find out the source of customer problems and flag to relevant stakeholders (AKA Buyers, Store Managers, Area Managers, etc) so it can be resolved permanently.
- Assist from time-to-time with online enquiries & customer service as required.
- This is a full-time contract role reporting to the Marketing Manager, this role also handles initial enquiries such as media and marketing concerns as a crucial arm of PR.
- Understanding the customers' needs, show empathy for their situation, communicate clearly (written and verbally) and have a pleasant and friendly style.
- Show resilience and adaptability and be able to handle complaints in the best interests of both the customer and the business.
- Develop weekly & monthly reports including NPS reporting & customer inquiries, responses, and feedback for retail concerns.
- Attend and present at selected forums on customer service initiatives & reporting.
- Coordinate, analyse and improve customer service functions to meet company goals.
- Generation and delivery of gift cards as required.
- Assist on ad hoc marketing related tasks such as
- Organise local sponsorship, SLSC and sporting club sponsorship orders on a weekly basis.
- Check the sponsorship view in Zendesk, making recommendations on how to support or not support organisations, and responding to requests.
- Send materials to store (including but not limited to organic stickers, Imperfect mesh bags and collateral for sponsorship events)
- Handle the back end of demonstration bookings, including sending reports to buyers and responding to enquiries from suppliers.
- Help out responding to HF Foodie requests and activating gift cards.

**Skills Required**:

- Call centre/customer service experience highly desirable
- Excellent telephone manner
- Sound verbal and written communication skills
- Professional, energetic and a capable problem solver.
- Solution oriented
- Ability to remain calm under pressure.
- Good decision making and communication skills.
- Highly organised with strong time management skills.
- Strong attention to detail and accuracy in performance.
- Ability to establish good relations with all levels of team members.
- Ability to work individually and to handle customer enquiries efficiently.

**Benefits**
- High degree of autonomy