Reporting to the Customer Care Manager, the Customer Care Specialist will play a critical part in delivering exceptional customer service by ensuring the timely and accurate processing of orders, resolving customer enquiries, and maintaining positive relationships with internal and external stakeholders to enhance the overall customer experience.
Responsibilities and Duties:
Monitor and process incoming orders using multiple systems, including EDI, while collaborating with the relevant stakeholders to meet customer demands.
Facilitate the resolution of order discrepancies relating to data integrity, shipping issues, pricing and credit holds.
Manage out of stock and backorder queries.
Assist cross functional teams with credit claims, marketing orders and transfer requests, ensure proper financial approval.
Act as a liaison between the customer, sales, finance and distribution teams including 3PLs.
Prepare out of Stock, stock on hand and invoice reports daily and other reports as required and share them with the relevant stakeholders.
Continuous utilization and upskilling in existing and new technology to drive root cause analysis and problem resolution relating to on-time delivery, order blocks, and other team metrics.
Collaborative and supportive team work to ensure timely order processing, product allocation, order modifications, return claims, and product availability.
Ensure KPI standards are met.
Continuously look for opportunities to improve processes and enhance efficiency.
Prompt and on-time Response to consumer enquiries via phone, email, social media platforms and Web using Zendesk. This include but not limited to the following:
Trouble shooting product issues.
Assisting with online purchase queries and order updates
Following up on order status.
Directing customers to product educational resources.
Servicing and assisting the customers with any other query as needed.
Proactively reaching out to customers to assess their satisfaction with orders, improve their user experience, and provide additional product recommendations.
Ensure Customer Care Email Inboxes are emptied daily with clear follow up flag.
Perform ad hoc duties as required within the department.
Key Performance Indicators (KPIs):
Response Time:
Calls are to be answered 80% of the time within 30 seconds
Abandonment call rate is to be less than 4% of calls.
Emails/Social Media are to be 90% answered in less than 1 day (That business day, after hours is the next day).
Quality - customer satisfaction survey is to be 90% or higher as satisfied. Review service comments too.
Identify top contact drivers and share insights with your manager and other relevant stakeholders to reduce pain points and resolve common problems reported by our customers.
Order processing to be completed on the same day for all orders received by 2pm. Manage genuine urgent exceptions as required. Ensure to meet any cut off times and place pick slips in the processing/pick/pack area daily on time. Ensure to communicate any important information regarding an order with all the relevant stakeholders.
Requirements
Customer Oriented
High Attention to Detail
Can Do and Positive Attitude
Problem Solving & Analytical Skills
Intermediate to Advanced level computer skills in Excel, Word & Outlook, so as to be able to prepare & present various reports
Competent in use of EDI & Oracle
Strong interpersonal and communication skills, both written & verbal
Excellent stakeholder management skills, including internal & external customers
Strong ability to multi-task
Highly Organized
Ability to meet deadlines
Applicant must have valid work rights to work in Australia.
The company will not be able to support any VISA sponsorship or relocation charges request.
