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POSITION TITLE:
Inside Sales Support – Customer Service Representative
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BUSINESS UNIT:
Cryer Malt
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ROLES REPORTING TO THIS ONE:
Nil
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LOCATION:
Cremorne/Derrimut
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REPORTS TO:
Business Supervisor/Sales Manager, Cryer Malt
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POSITION DIMENSIONS:
End to end coordination of customer orders – from order receival through to warehouse release and customer delivery.
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KEY RELATIONSHIPS/INTERACTIONS:
Internal:
- Customer Service team
- Logistics team (BBM & Cryer)
- Cryer Finance
- Sales team
- Customer Experience Team
External:
- Warehouses
- Customers
- Suppliers
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PRIMARY OBJECTIVES:
- Assist in building and maintaining customer base
- Working with Sales Managers to find new customers as start ups and existing breweries who do not use Cryer Malt Products totally or exclusively
- Building the Cryer Malt Brand across Australia’s Craft Brewing Communities
- High level of customer service with exceptional communication skills
- Develop, implement and maintain standard operating procedures (SOPs) for the Customer Experience team
- Escalate and respond to issues in a timely manner
- Provide a high-level of solutions-driven customer service.
- Monitoring and responding to emails, receiving phone orders and placing orders to warehouse for release and delivery to customers within an agreed timeframe.
- Support Customer retention by proactively contacting and building strong relationships with customers.
- Support Sales team by contacting customers to process orders, resolve issues, provide proforma Invoices & suggest product alternatives.
- Providing copies of Invoices to Internal & External customers.
- Processing of credits & debits
- Data cleansing & general system housekeeping
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KEY CHALLENGES:
- Broad range of customers, large and small, across a large geographical spread
- Ensuring orders are placed with warehouses prior to cut-off deadlines.
- Ability to effectively prioritise whilst working in a high-pressure environment.
- Effectively contribute to a team culture which is customer-focused and results-driven.
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KNOWLEDGE/EXPERIENCE REQUIREMENTS:
Essential
- Demonstrated experience within a fast-paced customer service environment
- Ability to effectively prioritise multiple tasks and escalate in a timely manner.
- Excellent verbal and written communication skills.
- Ability to work both autonomously and as part of a team.
- Experience with ERP software (Dynamics, SAP, Pronto)
Desirable
Experience with ERP Software
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KEY ACCOUNTABILITIES
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KEY RESULT AREA
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MAJOR ACTIVITIES
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ACCOUNTABILITY MEASURE
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- Order processing
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- Identify orders and work as a team to allocate the workload according to cut-off times to ensure Cryer Malt delivery commitments are met.
- Entering orders efficiently
- Process orders for Australia and New Zealand using the Cryer Malt operational system (Dynamics AX 365).
- Acknowledge all customer orders
- Calculate freight as per the SOP for specific warehouse/transport provider
- Ensure all additional charges are passed onto customer e.g.: Hand unload, tail gate
- Book external transport and notify warehouse when necessary
- Complete Lifecycle reporting daily to ensure all back orders and shipments are followed up and confirmed.
- Confirm the shipment has been dispatched
- Send order confirmation with all relevant information: ETA, shipment tracking, PS, COAs
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- Customer satisfaction high
- Order accuracy above 98%
- Orders are processed within agreed timeframes
- Order input target of 200> per month
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- Warehouse liaison
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- Confirmations of order receipts and processing
- Ensure accuracy of information
- Liaise proactively by telephone to resolve non-compliance issues.
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- Transport providers
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- Verifying with customer to ensure agreed delivery time by transport provider is adhered to.
- Ensure goods are received in order
- Liaise proactively by telephone to resolve non-compliance issues.
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- Customer feedback as monitored by manager.
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- Case management
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- Prioritize calling customers to discuss & finalise Issue Resolution Cases
- Case creation, follow-up and resolution where any warehouse or transport functions fail
- Create provider record to capture repeated issues.
- Close cases upon resolution
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- Reviewed and measured monthly
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- Assignment of tasks
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- Tasks are allocated in CRM to responsible team members clearly and precisely
- Verbally inform responsible team members of the task allocated to them
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- Customer liaison
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- Ensure complaints / issues are properly closed with a strong customer focus
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- Customer insights
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- Customer buying trends, comments etc. are shared with appropriate sales manager
- Work directly with customers to explore forward contracting and supply agreement options, volume discounts and formulate LTA contracts
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