Wholesale Customer Service Coordinator

6 days ago

West Melbourne, Australia Jivaro Full time

A fantastic and fun work culture
- Hybrid working arrangements
- Generous staff allowance and family & friends discount

Our client is a wholesale and retail business specialising in sports licensed apparel. We are searching for an experienced Wholesale Customer Service Coordinator to drive the success of their customer relationships.

With your experience in wholesale coordination, you will provide end-to-end support for the requirements of the CX Team across Wholesale and Digital accounts, ensuring customers, both internal and external have a seamless experience.

You will be the first point of contact for internal and external customers for wholesale accounts and will be the first level escalation for issue resolution of the off shore team.

**Key Responsibilities**:

- Supporting the offshore team members to resolve customer issue on Zendesk and providing advice and training to upskill and improve their productivity
- Processing order fulfilment, order confirmation, adjustments and cancellations across wholesale and digital channels
- Providing support to and regular communication with the Sales team on Orderbook Management (PO submissions, reflowing, reporting, etc.) and reporting on shipment variance adjustments
- Coordinating with the warehouse team to ensure timely order dispatch
- Providing accurate and timely information for weekly and monthly reporting
- Proactively identifying trends in customer feedback and sharing insights to the CX Manager
- Collaborating with internal teams to relay essential feedback, resolve any issues and continuously improve the customer experience Participating in team meetings to discuss ongoing projects, opportunities and customer engagement

**About you**:

- A commitment to providing exceptional customer service
- 2 years in a similar customer experience role within a wholesale environment
- Demonstrated experience with EDI processing
- Strong Excel and data reporting skills
- Experience with AP21 would be preferred (or another ERP system)
- Excellent communication skills
- A solutions-driven mindset and an ability to think quickly
- A team player mentality, who thrives in a collaborative and high-energy environment

**Perks**:

- Competitive bonus scheme
- Generous staff allowance and family & friends discount
- Paid Parental Leave
- Hybrid - 1 day WFH
- A fantastic, hardworking, and fun work culture
- Excellent Learning & Development opportunities to keep you on your game.
- Epic company and social events throughout the year

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