Customer & Sales Support Job Bruntwork

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Responsibilities:

• Answer incoming customer calls and respond to inquiries professionally and efficiently.
• Handle and document customer complaints, product issues, and escalations with empathy and professionalism.
• Follow established protocols for resolving or escalating complex issues when necessary.
• Maintain accurate records of customer interactions, update customer information, and ensure data accuracy across systems.
• Assist with order tracking, shipping updates, and 3PL coordination to ensure timely delivery.
• Manage sales and order processing from submission through delivery, ensuring accuracy in SKUs, pricing, trading terms, and delivery details.
• Prepare and manage logistics documentation (e.g., purchase orders, invoices, dispatch notes, CDS declarations).
• Engage with customers through multiple channels, including phone, email, and potentially chat or social media.
• Draft professional, brand-aligned correspondence to customers and partners on behalf of the company.
• Report and analyze customer service KPIs, providing insights to improve performance and customer satisfaction.
• Contribute to the development and refinement of customer service standards, processes, and best practices.
• Handle potential product-related issues (e.g., damaged cans) and process product incident reports as needed.
• Maintain professionalism when dealing with customers who may have consumed alcohol.
• Collaborate with internal teams (marketing, finance, logistics) and external partners (retailers, 3PLs, and suppliers).
• Operate as a “safety net” for the business, managing low-volume inquiries initially with potential for growth as operations expand.
• Assist in setting up and managing a toll-free number for customer inquiries.

Requirements:

• Excellent written and verbal communication skills in English, with a neutral or Australian-accent-friendly tone.
• Genuine care for customer satisfaction and retention (customer-first mindset).
• Strong empathy and communication skills, with the ability to turn issues into positive brand experiences.
• Previous experience in customer service, ideally within FMCG, alcohol/beverage, or distribution-based industries.
• Experience in sales order processing systems (e.g., NetSuite, Unleashed, Cin7, DEAR, SAP).
• Proficiency in using CRM or ERP systems (e.g., HubSpot, Zoho, Salesforce) and customer service tools (e.g., Zendesk, Freshdesk, Intercom).
• Ability to learn and navigate retail portals (e.g., EDG Partner Hub, ALM Connect, Coles Liquor Portal).
• Strong attention to detail and accuracy, particularly with reporting, pricing, and logistics data.
• Skilled in Microsoft Excel or Google Sheets for reporting and data management.
• Analytical thinking and problem-solving skills, with initiative to resolve day-to-day challenges independently.
• Ability to stay calm and professional when managing escalations or complex customer issues.
• Additional language skills (e.g., Korean) are a plus.
• Flexibility to work in a rotational schedule, including potential weekend shifts

How to Apply

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