Customer Care Consultant

3 months ago

Canning Vale, Australia Blackwoods Full time

Blackwoods is looking for a Customer Care Consultant Rio Tinto to join our Mega Mining business team to provide an excellent service to Blackwood’s largest customer. This is a full-time opportunity working with the top client of the business and will be based at our Blackwoods office in Canning Vale, WA 

As a Customer Care Consultant, your day-to-day responsibilities:  

  • Handle all telephone and email enquiries and strive for a first point of contact resolution and total customer satisfaction 
  • Expedite orders to ensure delivery expectations are met and KPI’s are achieved. Follow the agreed process and interrogate each line to maximise delivery opportunities. Follow through all actions and understand escalation processes to close out expediting as quickly as possible 
  • Identify and assess customer requirements by effective questioning and interrogation of the system. Be ruthless in your pursuit to improve the customer experience by proactively looking for service and process improvements 
  • Feel empowered to make financially sound decisions to deliver an outstanding service to our Mega Mining Customers. 
  • Engage in all team and individual training to ensure you are up to date with processes/policies and system changes. Attend product, system and skill training programs and endeavour to apply learned skills in dealing with customers 
  • Release EDI exceptions to ensure customer orders flow through the system as quickly and effectively as possible 
  • Learn new business systems and be comfortable and agile in an environment of change 

As a Customer Care Consultant, you’ll need a blend of skills and experiences to excel in the role: 

  • Problem solving to drive the right outcome for both our customers and the business 
  • Multi-skilled and able to undertake all roles and responsibilities within the team 
  • Identify when you require further training to complete a task and be proactive in making it known to your line manager 
  • Sense of urgency to resolve all our Mega Mining Customer requests as quickly and efficiently as possible 
  • Computer literacy and able to learn new business systems and be comfortable in change of environment 
  • Excellent communication and administration skills 

 CULTURE & BENEFITS

To ensure our employees feel valued, supported, and celebrated, we provide a range of employee benefits including: 

  • Attractive permanent salary and incentives
  • Flexible and hybrid working, with access to our ‘All Can Flex’ program
  • Ability to purchase up to 4 weeks’ additional annual leave
  • Attractive Wesfarmers share plans every year 
  • Highly successful Refer-A-Friend program – to earn up to $2,000 for each referral
  • Generous paid parental leave policy
  • Regular team events, celebrations and BBQs
  • Team member discount card to use at Kmart, Bunnings, Target & Officeworks
  • Further Wesfarmers discounted offers from over 300 corporate partners
  • Free onsite free parking and more

OUR STORY

Blackwoods is Australia’s leading supplier of industrial and safety supplies. For over 140 years, we have supported businesses big and small with our range of over 300,000 products from the world’s best brands. From the Sydney Harbour Bridge to the railway and your local mechanic, we supply what our customers need when they need it, along with unparalleled expertise and service from our passionate team.

With a national footprint of over 50 branches and 6 Distribution Centres, our people are at the heart of everything we do. Being a part of the Wesfarmers group, also means that we have endless opportunities to make a difference, so join us, and let’s help more people build a better Australia.

NEXT STEPS

If you meet most of the criteria listed above and would like to be considered for this opportunity, please send your application today. We will be contacting suitable candidates as we receive them.

As part of our recruitment process and commitment to safety, you may be required to undertake background checks (which may include a police check, a pre-employment medical assessment; and/or drug & alcohol testing) as part of your application process.

Blackwoods also promotes diversity and inclusion across our workplaces and encourages applications from all backgrounds, including people from Aboriginal and Torres Strait Islander communities, the LGBTQI+ community and people with disabilities.

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