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Customer Service Representative

Posted on Nov. 21, 2024

Cremorne, Australia
0 - 0 USD (yearly)

Full Time

POSITION TITLE: Inside Sales Support – Customer Service Representative
BUSINESS UNIT: Cryer Malt ROLES REPORTING TO THIS ONE: Nil
LOCATION: Cremorne/Derrimut
REPORTS TO: Business Supervisor/Sales Manager, Cryer Malt

POSITION DIMENSIONS:
End to end coordination of customer orders – from order receival through to warehouse release and customer delivery.

KEY RELATIONSHIPS/INTERACTIONS:Internal:

Customer Service team
Logistics team (BBM & Cryer)
Cryer Finance
Sales team
Customer Experience Team

External:

Warehouses
Customers
Suppliers

PRIMARY OBJECTIVES:

Assist in building and maintaining customer base
Working with Sales Managers to find new customers as start ups and existing breweries who do not use Cryer Malt Products totally or exclusively
Building the Cryer Malt Brand across Australia’s Craft Brewing Communities
High level of customer service with exceptional communication skills
Develop, implement and maintain standard operating procedures (SOPs) for the Customer Experience team
Escalate and respond to issues in a timely manner
Provide a high-level of solutions-driven customer service.
Monitoring and responding to emails, receiving phone orders and placing orders to warehouse for release and delivery to customers within an agreed timeframe.
Support Customer retention by proactively contacting and building strong relationships with customers.
Support Sales team by contacting customers to process orders, resolve issues, provide proforma Invoices & suggest product alternatives.
Providing copies of Invoices to Internal & External customers.
Processing of credits & debits
Data cleansing & general system housekeeping

KEY CHALLENGES:

Broad range of customers, large and small, across a large geographical spread
Ensuring orders are placed with warehouses prior to cut-off deadlines.
Ability to effectively prioritise whilst working in a high-pressure environment.
Effectively contribute to a team culture which is customer-focused and results-driven.

KNOWLEDGE/EXPERIENCE REQUIREMENTS:
Essential

Demonstrated experience within a fast-paced customer service environment
Ability to effectively prioritise multiple tasks and escalate in a timely manner.
Excellent verbal and written communication skills.
Ability to work both autonomously and as part of a team.
Experience with ERP software (Dynamics, SAP, Pronto)

Desirable

Background in FMCG

Experience with ERP Software

Dynamics CRM knowledge

KEY ACCOUNTABILITIES
KEY RESULT AREA MAJOR ACTIVITIES ACCOUNTABILITY MEASURE
1. Order processing

Identify orders and work as a team to allocate the workload according to cut-off times to ensure Cryer Malt delivery commitments are met.
Entering orders efficiently
Process orders for Australia and New Zealand using the Cryer Malt operational system (Dynamics AX 365).
Acknowledge all customer orders
Calculate freight as per the SOP for specific warehouse/transport provider
Ensure all additional charges are passed onto customer e.g.: Hand unload, tail gate
Book external transport and notify warehouse when necessary
Complete Lifecycle reporting daily to ensure all back orders and shipments are followed up and confirmed.
Confirm the shipment has been dispatched
Send order confirmation with all relevant information: ETA, shipment tracking, PS, COAs
Customer satisfaction high
Order accuracy above 98%
Orders are processed within agreed timeframes
Order input target of 200 > per month

2. Warehouse liaison

Confirmations of order receipts and processing
Ensure accuracy of information
Liaise proactively by telephone to resolve non-compliance issues.
Measured by feedback

3. Transport providers

Verifying with customer to ensure agreed delivery time by transport provider is adhered to.
Ensure goods are received in order
Liaise proactively by telephone to resolve non-compliance issues.
Customer feedback as monitored by manager.

4. Case management

Prioritize calling customers to discuss & finalise Issue Resolution Cases
Case creation, follow-up and resolution where any warehouse or transport functions fail
Create provider record to capture repeated issues.
Close cases upon resolution
Reviewed and measured monthly

5. Assignment of tasks

Tasks are allocated in CRM to responsible team members clearly and precisely
Verbally inform responsible team members of the task allocated to them
Management review.

6. Customer liaison • Ensure complaints / issues are properly closed with a strong customer focus • Management review.
7. Customer insights

Customer buying trends, comments etc. are shared with appropriate sales manager
Work directly with customers to explore forward contracting and supply agreement options, volume discounts and formulate LTA contracts
Management review.

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