Customer Service

About the business:

NOROCK is a self-stabilising table base business with award winning, patented design Our table base is the only product in the market that hits the FORM (award winning design from Good Design Australia and Reddot Award in Germany) and FUNCTION (worldwide patented design). Lucky enough to be based in beautiful location of Dunsborough.

We are a small company that is growing at a very exciting rate, throughout Australia, Europe, Asia and the USA. We are looking for someone that is self-motivated, is excited about being a part of something big and growing with us. Has a can-do attitude and wants to be part of our tight team at this very exciting growth time The role is starting at a part time capacity with the vision to grow to full time.

Job Description:

We are seeking a dedicated and enthusiastic Customer Service and Sales Support Staff Member to join our dynamic team. The ideal candidate will play a crucial role in ensuring customer satisfaction, supporting our sales operations, managing and growing customer relationships and warehouse and logistics activities. This position requires excellent communication skills, a proactive attitude, strong technical proficiency, and the ability to work effectively in a fast-paced environment.

Key Responsibilities:

1. Customer Service:

   • Respond promptly and professionally to customer inquiries via phone, email, and chat.

   • Build relationships with existing customers and look at other opportunities for bringing on new customers.

   • Resolve customer issues and complaints efficiently and to their satisfaction.

   • Provide accurate product information and support to customers.

   • Process orders, returns, and exchanges.

   • Maintain a positive and empathetic attitude towards customers at all times.

2. Sales Support:

   • Process orders promptly and provide delivery details to customers.

   • Prepare and send quotes, invoices, and other sales documents.

   • Track and follow up on sales leads and opportunities.

   • Maintain and update customer records in the CRM system.

3. Warehouse Administration:

   • Understand the operations of external warehouse, ensuring efficient storage and handling of inventory.

   • Coordinate with Operations Lead to manage the arrival and unloading of shipping containers.

   • Oversee regular stocktakes and inventory audits by external warehouse to ensure accuracy.

   • Manage inventory levels, reorder products as needed, and handle discrepancies in stock.

4. Technical Proficiency:

   • Utilize CRM software and other technology tools to manage customer interactions and sales activities.

   • Troubleshoot basic technical issues related to order processing and customer inquiries.

   • Stay updated on the latest technology and tools used within the company to enhance efficiency and customer service.

   • Provide technical support to customers and team members as needed.

5. Communication and Coordination:

   • Communicate effectively with team members, customers, and other stakeholders.

   • Collaborate with the marketing team to provide samples and resources as required.

   • Assist in organizing sales and promotional events, including tradeshows.

6. Reporting and Documentation:

   • Prepare regular reports on customer interactions, sales activities, and inventory status.

   • Document customer feedback and communicate it to the relevant departments.

   • Ensure all records and files are accurate and up to date.

Qualifications:

• High school diploma or equivalent; a degree in Business, Logistics or a related field is a plus.

• Proven experience in customer service, sales support, and/or warehouse administration roles.

• Excellent verbal and written communication skills.

• Strong organisational and multitasking abilities.

• Proficiency in Microsoft Office Suite, CRM software, and inventory management systems.

• Experience in Unleashed program or similar advantage

• Ability to work independently and as part of a team.

• Positive attitude and a strong commitment to providing exceptional customer service.

• Strong technical proficiency and the ability to quickly learn new software and tools.

Optional Skills:

• Experience in the hospitality or furniture industry.

• Knowledge of NOROCK products and services.

Work Environment:

• Combination of office time in Dunsborough and working from.

• This part time role will require approximately 2 hours per day work (sometimes more) but access to Monday-Friday is required.

• Occasional travel for sales meetings or events may be required.