Customer Service Support
Responsibilities: Central to supporting the Service team in the delivery of
exceptional, timely and authentic customer interactions, ensuring stakeholders
are supported with accurate and timely information. The role includes but not
limited to supporting the team to:
• Conduct and follow up showroom
visits.
• Ensure all requests are
responded to in a professional, timely and friendly manner.
• Efficiently and effectively
manage inbound and outbound phone, email & online communication channels,
providing accurate information, and conducting timely follow up to our customer
base nationally and internationally.
• Develop and maintain 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.
• Managing stock and distribution
of samples for clients including follow up of enquiries, projects and sampling.
• Work closely with our suppliers
(in Japan and Australia) to ensure timely co-ordination and delivery of
information and products.
• Ensure all customer
interactions are logged accurately, with meaningful and/or actionable
information via the customer database.
• Open communication and feedback
to management team that supports continual improvement in customer service
& product delivery.
• Provide consistent and accurate
reporting and documentation as required.
• Overflow of inbound sales and
customer enquiries via all communication channels
• Quality control and compliance
to established service processes. Sales Support Responsibilities
• Supporting the The Client team
in delivering exceptional and timely sales support
• Supporting activities directly
related to sales activity including prospecting, lead generation, live projects
and delivery.
• Liaising with external
suppliers and customers
• Scheduling sales meetings and
appointments
• Preparation of sales reports
and presentations as required
• Managing lead information and
follow up from various sales support initiatives
• Supporting the execution of
events
• Working with the teams to
manage stock ordering, inventory and distribution of samples for clients
• Supporting sales &
marketing initiatives as required
• Uploading and maintenance of
database and lead information into CRM and follow up
• Administrative support of
quotations development
• Quality control and compliance
to established sales processes. General Administrative Support Responsibilities
• Process and Systems improvement
- Maintaining and improving
systems, processes and procedures that make a positive impact, delivering
positive outcomes and improvements to customer interactions, experience and
service delivery, including documenting, identifying and improving systems and
processes.
- Working with the The Client
teams to ensure continual process improvement in:
▪ samples and supplies (product
and general) inventory management
▪ increasing efficiencies and
minimizing delays in fulfilment of customer requests
▪ timely and accurate processing
and directing of inbound enquiries, incoming samples, sample deliveries,
quotation and logistics
▪ coordinating meeting
arrangements and customer presentations to ensure a professional representation
of the The Client brand - Information & reporting
▪ Co-ordinating and collating
business operation related reports and maintaining accurate and to date
information and filing systems
▪ Maintaining accuracy and
accessibility of customer, product, technical and sales information &
presentations in The Client repositories to support customer service delivery,
not limited to CRM, The Client network, industry association websites and
directories, and The Client online channels.
▪ Preparation of sales
presentations, collateral and other forms of documentation.
• Customer Relationship
Management System - Champion for CRM – administration and optimize the usage of
its use across the business and departments.
• Handling sensitive information
in a confidential manner
• General office administrative
& operational support tasks - Preparing reports and maintaining appropriate
filing systems
• Other Customer Service, Sales
and Admin Support tasks as required
Tools:
• MS Office Suite, including
Word, PowerPoint, Excel, Sharepoint, Teams
• Xero
• Zoho Module on the Zoho One
Platform
Why IntoGREAT?
Ready to Shape the Future?
Step into a role where your skills will fuel growth, inspire change, and create a lasting impact. We’re eager to see how you can make a difference with us!