Client Services Associate

6 months ago

Pascoe Vale, Australia Carrier Full time

About the role

The Client Services Associate is for an established professional in Client Services, who can use their analytical thinking skills to provide a high level of services to our customers and contribute to revenue generation.

This position represents the first point of contact for Sensitech customers. You will resolve moderately complex inquiries, collect and analyze customer data to determine customer trends.

This position also makes recommendations for improving Client Services processes and is expected to escalate complex issues to management or key stakeholders.

Success in this position will require relationship building with external customers and internal cross-functional teams.
 

Key Responsibilities:

Act as a customer advocate to ensure timely delivery and engage in customer complaint process

Engage with external customers for inbound queries relating products, orders, services, and outbound follow up communications

Review customers’ purchase requests, processes sales orders in ADEPT and provide post sales follow up to make sure customers receive exactly what they need

Troubleshoot in a timely manner customer related issues and complaints relating orders, services, products, and shipments

Collect and consolidate information regarding customer interactions and transactions, analyzes customer interaction and customer service trends to facilitate future needs in trainings and improvements in customer services

Use Salesforce with proficiency for customer relationship management

Develop documentation for SOP, Special Handling and Knowledge Center

Collaborate with Sales, Operations, Finance and oversea teams to ensure on time deliveries

Act as a backup where needed in other regions, and any other tasks, as assigned

Requirements:

Certificate or diploma in business administration or an industry-related field

Possess a passion for customers

Proven experience in customer facing roles

An understanding of basic management approaches such as working scheduling, prioritizing, coaching and process execution

Excellent computer skills (Word, Excel, Power Point, Internet) and previous experience using booking systems, ideally Adept and Salesforce

Superior attention to details to accurately input data and navigate databases

A positive and proactive attitude and the ability to work within a collaborative team environment

Strong and effective communication skills, with the ability to influence and engage stakeholders

Possess specialized knowledge of technical or operational practices – preferred

Ability and desire to learn client base and industries – preferred

Ability to work independently with minimal supervision – preferred

Demonstrate passion, dedication, professionalism and proven execution – preferred

Data analysis experience – preferred

Benefits

We are committed to offering competitive benefits programs for all our employees and enhancing our programs when necessary.

Attractive salary package + Supportive team environment

Excellent job stability with a focus on career progression

Training and development opportunities including access to Carriers’ Online Learning Platform

Our commitment to you

Our greatest assets are the expertise, creativity, and passion of our employees. We strive to provide a great place to work that attracts, develops, and retains the best talent, promotes employee engagement, fosters teamwork, and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback, and always challenging ourselves to do better. This is .

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