Customer Service Team Lead

Our client is

• ASX listed
• and a leading distributor of audio-visual solutions for all types of installation projects in Australia and New Zealand, including professional broadcast, media and communications; defence, law enforcement and security; live sound and production; musical instruments and sound recording; residential and commercial installation; and home entertainment markets.

With over 100 diverse brands in their portfolio the opportunity has arisen for a customer service team leader role. You will be leading a team of 7 and as a member of this close knit team you will report directly to the Operations Manager and liaise closely with the Sales Reps and Warehouse Manager.

• The Role

The main objectives of the role are to manage the day to day activities of the Customer Service Team to ensure a high level of service and satisfaction are achieved at all times. The successful applicant will provide reports to the Operations Manager on sales results, loan stock etc. on a weekly and monthly basis across all product segments.

• Key Responsibilities
• Manage the day-to-day activities of the Customer Service Team, including Trade Counter Sales
• Answering customer enquiries and take orders over the phone
• Enter Sales Orders in to the Pronto system
• Ensure the efficient process of the order entry AI, LucyAI
• Liaise with Warehouse staff in relation to picking slips when completed, short shipments etc and report any anomalies to the Operations Manager
• Responsible for the supply of monthly sales results to all major accounts
• Follow-up all service related credits, disputes and claims
• Authorisation of all credits in accordance with company guidelines
• Resolve customer claims and complaints
• Hold monthly Customer Service meetings to ensure information flow and any issues that may arise are resolved in a timely manner
• Liaise with National Sales Managers and Account Managers across all segments on various issues
• Keeping accurate records and providing reports to the Operations Manager of Loan Stock on a monthly basis
• Ensuring correct information and records are kept for cash sales
• Assist in the maintenance of Integrated Solutions dealers agreements and management of item security
• Ensuring flexibility to support other business units as required
• Creation and updating of process documents for the Customer Service Team transactions
• To be eligible you will have
• High level of proven team leadership and customer service skills of 5 years or more
• High level of general problem solving skills
• An understanding of the order process through an ERP system
• Computer literate (Microsoft Office -Advanced level)
• Able to self manage as well as work within a team environment, must be a self-starter
• Excellent communication skills, both written and oral
• High level of people skills, ability to interact with staff across all levels
• Experience with Pronto / intergrated accounting systems desirable
• APPLY NOW
• by sending your Resume and cover letter or for a confidential chat please call Julie on 02 8416 4181.
• PLEASE NOTE
• this role is only open to Australian Citizens or Permanent Residents