Wholesale Customer Experience

1 week ago

Melbourne, Victoria, Australia Dr Martens Full time

Accent Group Limited is the leading digitally integrated retail and distribution business in the Apparel and Footwear performance and lifestyle market in Australia and New Zealand. With over 800+ stores, 34 brands and over 30+ online platforms. Our brands include; Glue, Platypus, Skechers, Hype DC, Vans, Dr. Martens, Subtype, The Athletes Foot, CAT, Merrell, The Trybe, Timberland, Stylerunner, Hoka, UGG, Saucony, & Nude Lucy

**About the role**:
We have an exciting role available for a Wholesale Customer Experience Agents to join our Distributed Brands Wholesale Operations. Reporting to the Brand Manager, your main responsibility is to support our customers through our wholesale channels in a collaborative environment where the customer comes first, and their experience is at the forefront of every interaction.

**Your key responsibilities will include**:

- Be the first point of contact for customer enquiries via Zendesk and phone calls
- Be a data entry wizard with high accuracy as entering our customer orders is a significant part of the role
- Run and action EDI (electronic data interchange) daily
- Keep our customers and Sales Representatives smiling by maintaining a high first response time
- Identifying and escalating support requests to ensure it is resolved in a timely manner
- Working as part of a close team to ensure our customer always comes first
- Identifying areas for process improvement and make recommendations to the leadership team
- Being adaptable to multiple brands and Wholesale businesses/accounts
- Managing and keeping to tight deadlines

**To succeed in this role, you will need to have**:

- Demonstrated experience in a customer experience or data entry role
- Affiliation with Accent Group core values and "Make It Happen" attitude
- Adaptable, flexible, and able to work autonomously and unsupervised
- A computer wizard (typing speed > 60 words per minute and MS Office)
- Fast and accurate data entry skills
- Problem solving and multi-tasking is second nature to you
- Experience with Zendesk & AP21 is desirable

At Accent Group Limited we are committed to creating an inclusive workplace that promotes and values diversity and inclusion. We believe in the diversity of our people across age, gender, identity, race, sexual orientation, ethnicity, physical and mental ability. We strive on creating an equal employment environment where everyone from any background can be themselves. The Accent Group acknowledges, and pays respect, to the Traditional Owners and ongoing custodians of the land. The Aboriginal and Torres Strait Islander and Maori people.

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