Customer Service Coorindator (Architecture & Design)

Melbourne - Western Suburbs
Call Centre & Customer Service | Sales - Inbound
$65,000 - $74,999 | Full time

Based in our new office in Yarraville, we are seeking a proactive, motivated, highly adaptive Customer Service focused professional to coordinate our small customer service team. You are a CRM system champion that will take our CRM package to the next level and ensure our team is well versed in its use. You will also help management with structuring service processes that deliver consistent, customer focused interactions. You contribution will enhance our already well recognised customer service performance.

Specialising in premium architectural cladding and terrazzo products, the role will support the sales and marketing team and interface with a wide range of customers across the design and building industry - ranging from small residential to large commercial projects. Your product knowledge and customer focused approach will ensure that each client is presented with the best possible options for their specific needs.

Main responsibilities will include but not limited to:

  • Coordinating our small customer service team (currently 3 members)

  • Ensuring our CRM system processes are documented and well adhered to.

  • Enhancing our CRM system to maximise its efficiency.

  • Ensure all requests are responded to in a professional, timely and friendly manner.

  • As part of the CS team you will manage inbound and outbound phone and email communications, providing accurate information, and conducting timely follow up to our customer base nationally and internationally.

  • Developing and maintaining accurate product knowledge and clearly articulating the key benefits of our offering, including managing customer expectations and needs.

  • Liaise with internal and external stakeholders, including working closely with sales to follow up and support lead management, sales pipeline, live projects and queries as they arise.

  • Provide advice on pricing, delivery of products and follow up.

  • Work closely with our suppliers (in Japan and Australia) to ensure timely co-ordination and delivery of information and products.

  • Ensure customer database entries are maintained at all times

  • Provide consistent and accurate reporting and documentation as required.

The successful candidate will demonstrate the following professional skills

  • A strong customer focus with enthusiasm and drive to build rapport and strong relationships with customers.

  • An appreciation for high quality, premium architectural products.

  • A strong capability in the use of CRM systems (ie Salesforce, Zoho)

  • A professional, proactive approach with exceptional interpersonal and communication skills - listening, verbal and written - and a warm telephone manner.

  • Strong time management skills and ability to multi-task in a fast paced, demanding environment.

  • Attention to detail and diligence when it comes to accuracy and communication.

  • An ability to identify and solve problems independently and work autonomously.

  • Ability to work well in a small team environment and a team player willing to lend a hand.

  • The ability to think on your feet and facilitate processes quickly and efficiently.

  • A high level of computer literacy, numeracy skills along with fast and accurate data entry.

  • Experience in previous internal sales and/or customer service with outbound and inbound is essential.

And the following personal skills:

  • Excellent interpersonal, communication and time management skills.

  • A passion and genuine interest in modern architecture.

  • Solid planning, organisational and problem-solving skills.

  • High energy levels, coupled with a pro-active can-do attitude.

  • Ability to accept and learn new and emerging technologies.

  • An ability to work in a co-operative manner in a group context.

  • Positive, strong work ethic and values.

This is a great opportunity to join a busy and friendly team in a fast-growing business, with the prospect of building a career in this organisation. If you are a self-driven, motivated and detail oriented individual, we'd love to hear from you.

Please note only suitably qualified candidates with permanent Australian residency status will be shortlisted.