Customer Service Account management

Company overview

Join Hardrock Enterprise, a reputable blank apparel manufacturer and supplier with nearly three decades of successful operation in Sydney. Originally a local manufacturer, we've expanded globally with production facilities in China and Bangladesh. Our flagship brand, Ramo Collection, offers high-quality wholesale blanks distributed nationwide.

We are a close knit family owned company of around 20 employees with a high rate of staff retention. We are proud to have many staff that have been with us for more than 10 years, with the longest member being with us for more than 25 years.

Role

We are looking for a full-time customer service account manager role to join our established team. 

The customer service account management role will involve managing customer relationships, ensuring satisfaction and resolving any issues clients may have with our product/services. This will be an on-site role, with occasional visits to customer premises as needed

Responsibilities

Customer relationship management 

You will develop and maintain strong, long-term relationships with clients as a primary point of contact. You will act as a liaison between the client and our company to ensure customer satisfaction through clear communication.

Customer support and issue resolution

Promptly and effectively address and resolve customer complaints or issues. You will collaborate with other departments to find solutions and may also need to follow up with external parties, such as freight companies, as necessary. 

Account monitoring and maintenance

Regularly review customer accounts to ensure their requirements are met and they are up to date on new products. Furthermore, you must identify clients that may require additional support and have potential to grow sales. 

Upselling and Cross selling

Identify opportunities to offer additional products that can benefit the customer and improve customer satisfaction. 

Training and education

You must engage in continuous learning and education around our products and services. Also learning about our industry and markets such as fabric compositions, trending colours, popular styles and competitor analysis. 

You will be expected to learn all aspects of our business and occasionally assist in the warehouse with dispatch to gain hands-on experience with our products. 

Skills and qualifications

Successful candidates will be able to demonstrate the following skills.

Communication skills - Ability to communicate effectively both written and verbally with clients and internal teams

Attention to detail - Ability to thoroughly go through an order checklist before submitting to warehouse

Problem solving skills - Ability to identify and resolve customer issues efficiently

Customer Centric - strong focus on delivering exceptional customer service

Multi-tasking - Able to manage multiple accounts and projects simultaneously

Time management- Strong time management skills to prioritize tasks that will deliver the greatest value to the company and the customer

Negotiation and conflict resolution - skilled in managing disagreement or misunderstandings in a way that satisfies both the customer and the company. 

Prior customer service and account management experience is welcomed but not essential.,The preferred candidates will be those that are willing to work hard, learn and grow with the business.

Benefits:

Full time permanent position (after probation)

Annual bonus based on performance

Opportunities to grow into senior account management with own accounts and uncapped commissions. 

Great staff discounts on our wholesale price garments

Modern office

Plenty of on-site parking

Bus stops right in front of our building