Customer Support Representative (FMCG or Retail)

Position : Customer Support Representative

Salary : 1,300 AUD per month

Working Hours & Conditions :  6:30 AM  - 3:30 PM AEST (4:30 AM  - 1:30 PM Manila)

Holidays : AU National Holiday

ROLE OVERVIEW:

Provide exceptional customer service support to Australian customers, consumers and internal stakeholders while operating as an extension of the Australian Commercial team. Ensure timely order processing, proactive communication, issue resolution and cross-functional coordination. 

RESPONSIBILITIES:

Processing  (80%)

·         High accuracy in processing customer orders received via phone or email/EDI, stock availability check, distribution of orders to the warehouse

·         Investigating stock queries with planning team and incoming imports with warehouse team

·         Manage order amendments, credits and invoicing

·         Maintain master data and pricing in ERP

·         Liaise with wider commercial team to maximise sales with available stock and resources

·         Proactively communicate delays and supply risks, escalating issues promptly and appropriately

·         Action, resolve and reply to customer, consumer and internal enquiries and complaints

·         Co-ordinate cross functionally with internal teams on customer/consumer quality issues and process quality queries including reports and returns/Warranty claims

Administration  (10%)

·         Maintain and monitor relevant registers (DIFOT, KPI, Credit, New Accounts)

·         Filing (Orders, PODs, Credits)

·         Conduct communication broadcasts as required to external customers and employees

·         Maintain customer service and administration forms as required

·         Assist with account queries and payment processing

·         Liaise and book transport pickups, consignments and manifests.

·         General clerical and office duties including but not limited to - mail, stationery ordering, reception maintenance, data entry

·         Ad-hoc duties/projects as required.

Reporting  (5%)

·         Maintain basic detail log of quality issues as they arise and are solved for retailers and consumers

·         Ad-hoc reporting as needed

Safety, Health & Environment (SH&E) (5%)

·         Actively support and comply with all John Cotton Australia safety policies and procedures, including but not limited to reporting all injuries/incidents immediately, supporting any investigations and risk assessments, and ensuring all SH&E training is current

Requirements

Education /Qualifications / Memberships:

·        High School Completion Certificate (Essential)

·        Tertiary studies in Administration. (Desirable)

Experience:

·        Excellent written and verbal English communication skills

·        2+ years customer service or order management experience

·        ERP and Microsoft Office experience

·        Strong stakeholder management capability

·   Complaint resolution experience

·        Australian customer support experience (Desirable)

·        Pronto ERP (Desirable)

·        EDI processing (Desirable)

·   Retail, FMCG or manufacturing experience (Desirable)

Competencies:

·        Flexible with a sense of urgency and ability to multi-task

·        Ability to build strong working relationships and communicate to all levels

·         A positive, can-do attitude with a desire to contribute to team goals

·        Strong attention to detail and data entry accuracy

·        Adaptable to change
·        Polite, friendly and professional phone manner