Customer Service Representative

**POSITION TITLE**: Inside Sales Support - Customer Service Representative
**BUSINESS UNIT**: Cryer Malt ROLES REPORTING TO THIS ONE: Nil
**LOCATION**: Cremorne/Derrimut
**REPORTS TO**: Business Supervisor/Sales Manager, Cryer Malt
**POSITION DIMENSIONS**:
End to end coordination of customer orders - from order receival through to warehouse release and customer delivery.
**KEY RELATIONSHIPS/INTERACTIONS**:Internal**:

- Customer Service team
- Logistics team (BBM & Cryer)
- Cryer Finance
- Sales team
- Customer Experience Team

**External**:

- Warehouses
- Customers
- Suppliers

**PRIMARY OBJECTIVES**:

- Assist in building and maintaining customer base
- Working with Sales Managers to find new customers as start ups and existing breweries who do not use Cryer Malt Products totally or exclusively
- Building the Cryer Malt Brand across Australia’s Craft Brewing Communities
- High level of customer service with exceptional communication skills
- Develop, implement and maintain standard operating procedures (SOPs) for the Customer Experience team
- Escalate and respond to issues in a timely manner
- Provide a high-level of solutions-driven customer service.
- Support Customer retention by proactively contacting and building strong relationships with customers.
- Support Sales team by contacting customers to process orders, resolve issues, provide proforma Invoices & suggest product alternatives.
- Providing copies of Invoices to Internal & External customers.
- Processing of credits & debits
- Data cleansing & general system housekeeping

**KEY CHALLENGES**:

- Broad range of customers, large and small, across a large geographical spread
- Ensuring orders are placed with warehouses prior to cut-off deadlines.
- Ability to effectively prioritise whilst working in a high-pressure environment.
- Effectively contribute to a team culture which is customer-focused and results-driven.

**KNOWLEDGE/EXPERIENCE REQUIREMENTS**:
Essential
- Demonstrated experience within a fast-paced customer service environment
- Ability to effectively prioritise multiple tasks and escalate in a timely manner.
- Excellent verbal and written communication skills.
- Ability to work both autonomously and as part of a team.
- Experience with ERP software (Dynamics, SAP, Pronto)

Desirable
- Background in FMCG

Experience with ERP Software
- Dynamics CRM knowledge

KEY ACCOUNTABILITIES
KEY RESULT AREA MAJOR ACTIVITIES ACCOUNTABILITY MEASURE
1. Order processing
- Identify orders and work as a team to allocate the workload according to cut-off times to ensure Cryer Malt delivery commitments are met.
- Entering orders efficiently
- Process orders for Australia and New Zealand using the Cryer Malt operational system (Dynamics AX 365).
- Acknowledge all customer orders
- Calculate freight as per the SOP for specific warehouse/transport provider
- Ensure all additional charges are passed onto customer e.g.: Hand unload, tail gate
- Book external transport and notify warehouse when necessary
- Complete Lifecycle reporting daily to ensure all back orders and shipments are followed up and confirmed.
- Confirm the shipment has been dispatched
- Send order confirmation with all relevant information: ETA, shipment tracking, PS, COAs
- Customer satisfaction high
- Order accuracy above 98%
- Orders are processed within agreed timeframes
- Order input target of 200 > per month

2. Warehouse liaison
- Confirmations of order receipts and processing
- Ensure accuracy of information
- Liaise proactively by telephone to resolve non-compliance issues.
- Measured by feedback

3. Transport providers
- Verifying with customer to ensure agreed delivery time by transport provider is adhered to.
- Ensure goods are received in order
- Liaise proactively by telephone to resolve non-compliance issues.
- Customer feedback as monitored by manager.

4. Case management
- Prioritize calling customers to discuss & finalise Issue Resolution Cases
- Case creation, follow-up and resolution where any warehouse or transport functions fail
- Create provider record to capture repeated issues.
- Close cases upon resolution
- Reviewed and measured monthly

5. Assignment of tasks
- Tasks are allocated in CRM to responsible team members clearly and precisely
- Verbally inform responsible team members of the task allocated to them
- Management review.

6. Customer liaison - Ensure complaints / issues are properly closed with a strong customer focus - Management review.
7. Customer insights
- Customer buying trends, comments etc. are shared with appropriate sales manager
- Work directly with customers to explore forward contracting and supply agreement options, volume discounts and formulate LTA contracts
- Management review.