Customer Service Representative

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Introduction:
About Us

Protecta Group is a proudly family owned, Australian business specialising in a niche range of temporary protection products and solutions. Since our establishment 20 years ago, we’ve experienced exceptional growth, particularly over the past decade and we have strong plans in place to ensure this momentum continues well into the future.

At Protecta, we know that our people are our greatest asset and our most valuable competitive advantage. Our values are more than just words. They define who we are and how we work every day. We’re making it easy for our customers, maximising every opportunity, helping people thrive, and consistently delivering beyond expectations. This mindset shapes our collaborative, supportive, culture and drives the exceptional experiences we create for both our customers and our team. Joining Protecta means being part of a company where your contributions are truly valued and your growth is supported.

Description:
About the Role

We are seeking an experienced and motivated Customer Service Representative to join our dedicated Customer Service team.

Our ideal candidate for this role will be dependable, thorough, well spoken, able to prioritise, with a passion for providing an exceptional customer experience and a drive to meet and exceed service and sales outcomes. You will be comfortable talking to project-based customers and able to provide solid advice and information on our products and solutions.

Key responsibilities for this role:

• Handle inbound calls, emails, web inquiries, and face to face trade counter customer service and sales.
• Deliver exceptional customer service, providing customer with innovative solutions and product recommendations.
• Generate quotes, process orders, follow up with customers, and track opportunities to maximise sales.
• Reach out to new leads and identify potential business opportunities.
• Accurately update all customer interactions and activities in the CRM system.
• Upsell and cross-sell when relevant.
• Follow up on freight and delivery inquiries.

Skills and Experiences:
What we’re looking for

• Previous experience in a sales support or customer service role (preferably in the construction industry or a product-based environment).
• Experience using ERP & CRM systems (NetSuite highly regarded).
• Proficiency in Microsoft Office (Word, Excel, Outlook) and other relevant software.
• Strong communication and interpersonal skills with a customer-centric approach.
• Ability to multitask, prioritise tasks, and work efficiently in a fast-paced environment.
• Strong attention to detail.
• Problem solver.
• Ability to work both independently and collaboratively within a team.
• Passionate about providing support and achieving great results.

What do we offer?

• An opportunity to be part of a supportive and growing Australian family business that values its employees.
• A competitive remuneration package + super
• Inclusion in our uncapped profit share (GBS) program after successful completion of probationary period.
• Recognition for your contributions through our Bonusly program.
• Full-time role – Monday to Friday.
• Optional Rostered Day Off (RDO) program, with the opportunity to accrue time for a paid day off each month.
• Convenient onsite parking.
• Access to our Employee Assistance Program (EAP) for confidential support and wellbeing.
• A warm team environment with regular culture and engagement initiatives.

If you are aligned with our core values and have the skills and attributes we are looking for, please apply now!