Customer Service Officer

7 days ago

Perth, Western Australia Arsenault Full time


Position Objective:

Effectively and courteously process orders, prepare correspondence, and conduct inquiry as requested by the customer, sales, marketing and customer service management. Represent Arsenault in a positive manner while interacting multiple times a day with key customers. Provide additional customer support through detailed follow-up from order processing to delivery of the product.

Essential Duties:

  • Perform all order entry, maintenance, and inquiry along with other duties as assigned.
  • Communicate all backorder and order issues to customers on a regular basis
  • Communicate with procurement and or distribution to expedite customer needs
  • Monitor orders and inventory position as needed to maximize service and reduce inventory and inventory handling costs.
  • Analyze stock positions and address concerns for customers
  • Represent Arsenault in a positive and professional manner while interacting multiple times a day with key customers
  • Responsible for the resolution of routine questions and problems. Provide alternative suggestions to satisfy customer requirements when necessary
  • Must make sound decisions based on customer, company and employee needs, while ensuring compliance with department and company policies and procedures
  • Seek to understand and anticipate the unique needs of customers
  • Responsible for maintaining a professional relationship with customers
  • Create a positive customer experience through professionalism, knowledge and effort by creating a climate in which the customer has confidence.
  • Retain knowledge of and understand the requirements provided for the performance of all duties.
  • Analyze job related information and make decisions based on previous experience.
  • Use good judgment to control call interaction and when possible strive for single call resolution
  • Personally promote a positive work environment by exemplifying honesty, integrity and passion

Physical Requirements:

  • Must be able to view computer screen for long periods of time. (up to 10 hours)
  • Must have the ability to enter information using a computer keyboard for extended periods of time (up to 10 hours).
  • Sitting for extended periods of time is required (up to 10 hours). Stretching and periodic standing in the work area are encouraged.
  • Must be able to work in a phone intensive environment taking up to 200 phone calls per day.
  • Must be able to work in a structured environment with a high level of accountability.
  • Must be able to bend, reach above ones head and occasionally lift up to 16 kilos
  • Ability to adjust to the stress of meeting deadlines.

Training Requirements:

  • Training will address the essential duties required of this position.
  • This position will require continuous product and technical training.
  • Various Systems training required to perform tasks

Other Requirements:

  • Living in Australia
  • High School Certificate, Bachelor Degree preferred
  • Minimum of 2 years of Customer Service, sales or other highly interactive service experience
  • Clear, professional and concise communication skills; written and verbal.
  • Must have proficient adaptable computer skills
  • Basic mathematical skills
  • Self-motivated and possess excellent organizational skills.

Required Competencies:

  • Manage Work
  • Build Customer Satisfaction
  • Continuous Improvement
  • Collaborate

Note: This Job Description is not intended to describe every element of the position. From time to time staff may be asked to perform various job related duties not listed.


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