Customer Service Representative

2 weeks ago

Melbourne, Victoria, Australia Mansutti Bros Pty Ltd Full time $50,000 - $80,000 per year

About Us: Mansutti Bros specializes in providing high-quality powder coating services and for the domestic and commercial construction industry. Our commitment to excellence and customer satisfaction sets us apart in the market. We are currently seeking a dedicated and enthusiastic Customer Service Representative to join our team and help us maintain our high standards of service.

Job Summary: The Customer Service Representative will play a crucial role in ensuring customer satisfaction by managing inquiries, providing quotations, resolving complaints, and providing detailed information about our powder coating services. This role requires excellent communication skills, a basic understanding of the construction industry, and a proactive approach to problem-solving. This role is perfect to elevate your sales skills as we offer unconstrained growth within this department.

Key Responsibilities:

Customer Interaction:

  • Handle customer inquiries via phone, email, and chat promptly and professionally.
  • Provide detailed information about our powder coating services, pricing, and processes.
  • Address and resolve customer complaints efficiently and effectively.

Order Management:

  • Process customer orders accurately and ensure timely updates on order status.
  • Coordinate with production and logistics teams to ensure timely delivery of services.
  • Maintain accurate records of customer orders and interactions.

Problem Resolution:

  • Identify and assess customers' needs to achieve satisfaction.
  • Troubleshoot and resolve service issues by clarifying customer complaints and determining the cause of problems.
  • Follow up with customers to ensure their issues are resolved and they are satisfied with the service.

Documentation and Reporting:

  • Maintain detailed records of customer interactions and transactions.
  • Document inquiries, comments, and complaints, and take appropriate actions.
  • Generate reports on customer feedback and service issues to help improve overall customer experience.

Sales and Marketing:

  • Providing accurate quotations to the customers in a timely fashion.
  • Developing the understanding of powder coating process' to ensure adequate quotes, answers and feedback are being provided.
  • Help elevate our branding using industry leading marketing tools.

Team Collaboration:

  • Collaborate with sales, production, and logistics teams to address and resolve customer issues.
  • Participate in regular training sessions to stay updated on product knowledge and customer service techniques.
  • Provide feedback to management on ways to improve customer service processes and policies.

Hours:

Mon-Thu: 7am-3.45pm.

Fri: 7am-2pm

Qualifications:

Experience:

  • Proven customer support/ customer service experience
  • Strong phone contact handling skills and active listening abilities.
  • Previous experience with quotations and pricing

Skills:

  • Excellent communication and interpersonal skills.
  • Proficiency in using customer service software, databases, and tools.
  • Ability to multi-task, prioritize, and manage time effectively.
  • Strong problem-solving skills and attention to detail.
  • A passion for helping customers.

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