Customer Service Specialist

*APPLICANT MUST HAVE THEIR OWN LAPTOP 

Purpose

This position is primarily responsible for:

• Customer enquiries made regarding the Cubis product range nationally.
• Issue resolution processes
• Providing admin and sales support including identification of product codes, entering customer orders, documenting, and communicating pricing updates.
  

Areas of Accountability

Collaboration

• Work with customer service and production to ensure we are interpreting customer needs in a way that our business can be best in market at efficiently and competitively producing and delivering products.
• Relay customer feedback to technical team to continuously innovate and grow our business offering and edge.

Customer Service

• End-to-end query resolution of customer, reseller and/ or supplier queries.
• Record details of inquiries and complaints to create action plans.
• Direct and prompt response to customer inquiries.
• Collection and evaluation of all relevant information to handle product and service inquiries.
• Provide pricing and delivery information within agreed parameters.
• Customer account management
• Identification of process improvement initiatives
• Customer databases maintenance
• Prepare and distribute customer activity reports.
• Provide feedback on the efficiency of the customer service process.
• Communicate and coordinate with internal departments.

Sales

• Accurate and timely response to queries and requests for information from Business Development Managers.
• Entry of orders into ERP System.
• Purchase order & invoice generation.
• Arrangement of pre-payment for all cash customers upon order receipt.

Administration

• Research product codes and enter into required system for quotes and invoicing.
• Communicating quotes to customers.
• Generation of sales reports.
• Liaison with Finance & IT department as required to generate ad hoc reporting.
• Duplications or errors in ERP system identified and flagged to Finance & IT Department for rectification.
• Inputting production into ERP System.
• Filing.

Quoting

• Liaison with key operational staff to determine accurate delivery dates.
• Follow-up of drawings and information for Business Development Managers.
• Contact customer post quote submission to ensure orders are received or identify queries.
• Management of the quote tracker ensuring timely responses to quotes.

Estimating

• Communication with Business Development Managers to establish optimum approach for each customer.
• Perform a key role within the commercial team, ensuring that all aspects relating to resources and costs have been considered.
• Effective accurate utilisation of ERP system to prepare quotes, ensuring all costs are supplied with each quote (BOMs)
• Liaison with procurement to ascertain material requirements and volumes.
• Collation of cost data directly from the internal Manufacturing, Dispatch, drafting teams and external industry suppliers, manufacturers etc.
• Investigation of alternate product solutions where non- standard products may be required.
• Liaise with the Technical department create new product codes for non-standard items.
• Attend pre-pricing meetings to fully understand costing process where necessary.

Inventory Management

• Ensure that all inventory is accurate and in stock inventory is adequate to meet forecasted sales demand.
• Analyse inventory demand by location and ensure products are available in relevant locations to meet demand.
• Coordinate order placement and logistics while maintaining close relationships and communication

Personal Attributes / Skills

• Personally model the Infrastructure Products Australia company values.
• Actively seek opportunities for self-development and building own capability.
• Self-motivated and ability to influence others to take ownership and proactively strive to achieve optimised results.
• Commitment to ensuring delivery of quality sales and customer support.
• Flexibility to deal with fast-moving and changing environment.
• Demonstrates a calm and considered demeanour when working under pressure to meet deadlines or in dealing with difficult situations.
• Positive attitude and behaviour towards change and continual improvement.
• Strong relationship building skills (internal and external).
• High level attention to detail.
• Process-driven with an attitude for developing one way of operating.
• Build rapport and professional credibility.
• Resilience in the face of obstacles and resistance.
• Self-motivation to follow through on tasks until they are successfully completed.
• A high degree of professional communication is required in dealing with staff, customers, and suppliers.
• Well-developed relationship management skills, and a flexible personable approach.
• A customer-centric approach in understanding and responding to queries and accurately and efficiently inputting orders.
• It is critical that the incumbent of this role have demonstrated:
  • Efficient and effective time management skills demonstrated by setting clear priorities to achieve objectives within defined timeframes.
  • Effectively manage multiple tasks and deadlines.
  • A positive and collaborative working style enabling knowledge and resource sharing across multiple sites.
  • Exceptional customer service skills working with both internal and external stakeholders.
  • Excellent written and verbal communication skills.
  • Confidence, maturity and professionalism.
  • Experience in customer service and/or sales coordinator (or equivalent) administration role.
  • Experience in sales order entry with the demonstrated ability to research information including product codes, pricing, delivery dates and product information.
  • High-level competency in database maintenance of spreadsheet-based reports.
  • Ability to comprehend design and construction drawings
  • Proficiency in the use of the Microsoft Office suite. Particularly intermediate level in the use of Excel.
  • Demonstrated experience in engineering, construction or related industry.