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AI Summary
The role involves providing comprehensive administrative, customer service, and sales support to internal teams and retail partners. Responsibilities include managing order enquiries, resolving service-related issues, and maintaining accurate documentation across various business functions.
Position Summary
The Customer Service & Sales Support Role provides administrative, customer service, and sales support across multiple brands within the organization. The role has a strong focus on customer support, assisting customers, retail partners, and internal teams by managing customer communications, order enquiries, operational requests, and service-related activities. The position also provides shared services support across head office functions and works closely with operations, warehouse, and retail teams to ensure a seamless and positive customer experience.
Job Details
- Work Setup: Work-from-home
- Schedule: Monday to Friday, 8:00 AM – 5:00 PM AEST
- Holidays: To Follow Australian Public Holidays
Key Responsibilities
Customer Service
- Provide day-to-day customer service support to customers, retail partners, and internal teams by managing enquiries, requests, and service-related activities.
- Manage customer service inboxes and respond to enquiries through various communication channels.
- Monitor order progress and coordinate with warehouse and operations teams to address delays, shortages, and order-related issues.
- Investigate and resolve shipment discrepancies, product enquiries, and customer concerns in a timely and professional manner.
- Ensure accurate, clear, and timely communication across all customer touchpoints.
- Maintain detailed service records and escalate complex issues when required.
Sales Support
- Provide operational support to customers and business partners to ensure a smooth customer experience.
- Prioritise and manage incoming support requests while providing effective solutions and troubleshooting assistance.
- Support customers with online portals, system access, order processing, and general platform enquiries.
- Manage product return processes, including faulty product coordination and credit requests.
- Monitor compliance requirements and support ongoing customer account management activities.
- Prepare regular customer activity reports and performance updates.
- Assist with customer onboarding, training, and education on systems and processes.
- Support customer questionnaires, account updates, and profile management.
- Assist with sales support activities and business development initiatives.
Shared Services & Administration
- Manage shared inboxes, phone enquiries, and digital communication channels.
- Provide administrative support across various business functions.
- Maintain accurate records, documentation, and internal systems.
- Assist with reporting, documentation, and process improvement initiatives.
- Support cross-functional projects and operational activities as required.
Stakeholder Coordination
- Collaborate with internal teams, including warehouse, operations, e-commerce, sales, and retail teams, to resolve customer and operational matters.
- Coordinate with stakeholders to ensure timely resolution of enquiries and service requests.
- Escalate complex issues appropriately while maintaining strong communication and follow-through.
Qualifications
Essential
- Previous experience in customer service, sales support, administration, or shared services roles.
- Strong organizational skills with the ability to manage multiple priorities and meet deadlines.
- Excellent written and verbal communication skills.
- Strong attention to detail and ability to maintain accurate records.
- Ability to work effectively in a fast-paced, customer-focused environment.
- Proficiency in Microsoft Office applications, particularly Excel, Outlook, and Word.
Desirable
- Experience in retail, wholesale, e-commerce, or customer support environments.
- Experience managing shared inboxes, customer portals, or CRM systems.
- Experience supporting business customers, retail partners, or account management activities.
- Familiarity with order management systems and operational processes.
Personal Attributes
- Highly organized with strong attention to detail.
- Customer-focused with a proactive and solutions-oriented mindset.
- Adaptable and comfortable managing changing priorities.
- Strong problem-solving skills with the ability to take ownership of tasks.
- Collaborative team player with a professional and positive approach.
- Excellent communication skills with the ability to build strong relationships with customers and stakeholders.
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