Customer Service

12 hours ago

Wodonga, Victoria, Australia Velflex Imports Full time $45,000 - $65,000 per year

Position Title: Customer Service & Sales Support

Location: Wodonga VIC

Position Type: Full-time

Be the friendly face of our brand and make a real impact on our customers' experience

Velflex is a trusted name in the industry, delivering high-quality products and exceptional service to our clients. We are looking for a Customer Service & Sales Support professional to join our Wodonga team. This is a fantastic opportunity for someone who is passionate about building strong client relationships, thrives in a fast-paced environment, and wants to be part of a supportive, dynamic team.

Position Summary:

The Customer Service & Sales Support  plays a vital role in delivering excellent customer service and supporting clients throughout their journey with Velflex. This role involves establishing and nurturing strong client relationships, processing orders efficiently, and assisting customers with inquiries. The ideal candidate is detail-oriented, proactive, and passionate about providing top-notch service, ensuring client satisfaction at every step.

Key Responsibilities:

Customer Relationship Management:

  • Build and maintain positive relationships with existing clients to foster loyalty.
  • Actively grow the client base by following up on leads provided by the Internal BDM.
  • Check in with clients after orders to ensure satisfaction and address any feedback.
  • Escalate unresolved issues or dissatisfaction to the Operations Manager for quick resolution.

Customer Service and Support:

  • Provide clients with prompt and professional responses to general inquiries, offering expert sales advice and support.
  • Educate customers on the best practices for placing orders and using the website.
  • Assist customers with accessing and navigating the website, ensuring a smooth online experience.
  • Proactively guide customers to ensure their needs are met and help them find the best solutions.

Sales and Order Processing:

  • Accurately prepare and deliver quotes for client job requests within a 1-hour deadline, ensuring set margins are maintained.
  • Process client sales orders within 1 hour, maintaining a high level of accuracy.
  • Follow up with clients promptly after each order to confirm satisfaction and address any concerns.
  • Educate customers on best practices for submitting artwork files, ensuring designs meet production standards.
  • Use Adobe Illustrator to check quality of client artwork files when needed.

Data Accuracy and System Maintenance:

  • Ensure all client orders are accurate and entered promptly into NetSuite.
  • Maintain and update customer records in NetSuite, ensuring data integrity and accuracy.
  • Process online orders quickly and accurately, keeping customer information up to date.

Qualifications:

  • Proven experience in customer service, sales support, or account management.
  • Strong communication skills and a passion for helping customers.
  • Ability to work in a fast-paced environment while meeting tight deadlines.
  • Excellent attention to detail and a focus on accuracy.
  • Experience with CRM systems (NetSuite preferred) and data entry.

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