Our clients are the wholesale and distributor of International Paper, Stationery, Gift and Home brands in Australia and New Zealand. Established over twelve years it is a family owned and operated business located within the Business Park in Brookvale on the Northern Beaches of Sydney. As the Customer Experience Specialist, you will provide a high level of support to the sales team, while also providing exceptional service to the wholesale and retail customers. You have a vibrant and friendly personality with an “I’m here to help” approach to customer service. Organization is high on your list of attributes allowing you to manage and prioritize tasks while handling multiple stakeholders with ease. Responsibilities/Duties: Respond to customer enquiries via phone and email in a professional and friendly manner (misplaced orders, Order status, Order errors, Damaged deliveries etc.) Identify and resolve customer issues efficiently, providing timely follow-up to ensure satisfaction Accurately log customer interactions, enquiries, and resolutions in our systems Enter and manual orders, ensure orders from all channels are moved to 3PL Warehouse promptly. Manage seasonal orders, ensuring these are shipped promptly once stock is available. Ensure invoices are accurate and issued promptly. Manage the flow of orders from Key National accounts into pour EPR system and through to the 3PL also ensuring that the Warehouse has all elements available and organised to correctly pick Pack and Label shipments for dispatch Support the Independent sales team with their day-to-day queries regarding products and customers. Assist in preparing samples and materials for sales team and roadshow/trade show events Record leads in our systems and ensure sales team are aware of new leads in their territory Execute all Key National Account submissions and New Line forms and administration Gather customer feedback and relay it to the relevant team members for continuous improvement Manage the Booking, Coordination set up and execution of our Annual Trade show stand Work closely with team members and 3PL to enhance the customer experience and resolve complex issues Undertake and distribute recurring (Monthly) and any ad-hoc reporting for the business members for continuous improvement Experience/Attributes: Customer service experience ideally in a wholesale/distribution/brand company A great phone manner and strong verbal and written communicator Strong email and written communication skills Experience using Excel (pivot tables) Experience using an EPR / Accounting software to manage orders, Invoices, reporting, Inventory enquiries, Information Input/ Uploads - Ideally MYOB There is flexibility to work from home two days a week, come and join this friendly team. APPLY NOW: by sending your up-to-date resume and cover letter to amanda@optimalrecruitment.com.au or for a confidential chat call Amanda:02 8416 4181
