Customer Support Specialist

**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 Service Representative - Online to join our Customer Service Team. Reporting to the Customer Support Manager your responsibilities will include all correspondence with our retail customers via Gorgias and Chat and through our National Customer Service line and to also outbound to our 3PL warehouse to follow up delivery status. The role also requires becoming an expert in our operating system Apparel 21, shopify and Gorgias. The online role will be dealing directly with the public regarding online promotions, orders, deliveries and returns for our brands.

**Your key responsibilities will include**:

- Maintaining accuracy across all Shopify Sites
- Updating Sales & Customer Account modules across various databases, ensuring accuracy in processing and reporting
- Order and Data Management
- System Maintenance - Clean-up of Old/ uncompleted orders & Open Pick runs (Pick Management)
- Escalate any issues in regards to stock issues showing on websites (this could be the wrong colours/style being uploaded)
- System Alerts & Failed Order upload/exports
- Process customer returns in AP21 via Mail Order
- Processing refunds for all online customers via payment method
- Issuing a credit voucher to Shopify customers - generating unique discount code to specific customer ( 3 month validity )
- Processing Manual stock adjustments for all Mail orders - Lost in transit, faulty, no stock orders
- Management and creation of Macros within Gorgias
- Providing Customer Service to retail customers via Gorgias
- Order vs Delivery analysis
- Analyse orders and follow up with shortages or out of stocks with the warehouse
- Stock Analysis
- Follow-up actual delivery with 3 PL for orders
- Provide clear & accurate order delivery processing reports to Customer Service Manager & all key stakeholders
- Provide high level correspondence to all queries, via Gorgias and also develop templates within Gorgias for generic responses
- Handle all reporting requests from Customer Support Manager
- Provide and submit a monthly report on all returns

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

- 3-5 years in a similar position
- High level excel, word & powerpoint skills
- This role will require exceptional communication skills (both written & verbal skills) as dealing with major accounts
- Proven experience in data analysis & delivery consolidation
- Proven experience in dealing with major accounts, external suppliers and various levels of Management staff
- Proven Sales experience
- 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.