Customer Success Officer

2 weeks ago

Gold Coast, Queensland, Australia Knotwood Pty Ltd Full time

**Customer Success Officer wanted**

This position is responsible for developing long-term relationships with internal and external customers; and providing effective day-to-day coordination of the customer service to manage and improve service levels within the Knotwood business. Data entry, Including gathering and providing analytical data to assist with providing business process and system solutions. Provide a strong support network to assist the BDMs to focus on selling. Coordination of freight.

**Responsibilities**:

- Develop and maintain a thorough knowledge of Knotwood's manufacturing capabilities, product range and services with the ability to provide quotes and direct sell within Knotwood guidelines
- Provide quality and efficient customer service through the daily management of the customer service process to include problem solving, lead qualification, quote follow ups, closing of orders and tracking orders for the customer up to and post the dispatch stage.
- Build strong supportive relationships with internal departments and customers
- Monitor and maintain regular communication to ensure customer service calls are answered in a timely, efficient, and knowledgeable manner
- Regularly review credits/claims and ensure levels are kept within the standard set.
- Ensure credit processes are adhered to and working closely with the credit team.
- Provide customers with updated status of orders, lead times and other information as required or requested by customers. (Effective management of open order reports to drive a proactive approach)
- Coordinate customer freight requirements
- Qualify and pass on to BDM's sales leads and market information via outbound call structure.
Company CRM tool to be used to document/record all sales/customer information
- Respond to customer complaints and resolve issues; address them immediately in accordance with Knotwood's process
- Identify key customer performance issues and forecasts
- Evaluate processes and procedures with a view to improving area operations, efficiency, and service
to both internal and external customers

**Requirements**:

- Completion of secondary education
- Proven ability to manage multiple projects at a time while paying strict attention to detail
- Advanced communication skills including the ability to express oneself clearly and concisely in written and verbal communication, present and influence credibly and effectively at all levels
- Excellent listening, negotiation, and presentation skills
- Intermediate to Advanced IT skills in sales analysis and transaction processing. Incl. excel & Word
- Setting expectations and leading by example
- Experience managing performance targets and non conformances
- Ability to travel as required within QLD or if required interstate. (Attend Company events i.e., Arc or Trade shows)

**Benefits**:

- Competitive salary based on experience and skills.
- Opportunities for professional development and growth.
- Supportive and inclusive work environment.

**Benefits**:

- Salary packaging

Schedule:

- 8 hour shift

**Experience**:

- Customer service: 2 years (preferred)

Work Authorisation:

- Australia (required)

Work Location: In person

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