Customer Service Officer

Sea to Summit Global; Western Australia; Hybrid; AUD 55,000 - 78,000; Full time

Benefits offered by this job

Discounts & Gear allowance

Volunteering Day Off

Continuous learning and development

Employee Assistance Program

Competitive salary package

Paid 16 weeks parental leave

Job summary

An outdoor equipment company is hiring a Customer Support Officer in Perth, WA. The role involves providing exceptional customer service for both B2B and B2C clients, overseeing orders and inquiries, and utilizing problem-solving skills to enhance customer satisfaction. Ideal candidates will have strong communication abilities and 3-4 years of relevant customer service experience. The position offers a hybrid work environment and various employee benefits.

Qualifications

• At least 3-4 years of experience in inbound/outbound customer service.
• Strong ability to build positive relationships.
• Ability to operate in a high-paced environment.
• Strong problem solver with time management and organisational skills.
• Ability to understand your customers business and offer value-based solutions.
• Proficient experience in Microsoft Office Suite.
• Highly developed influencing and negotiations skills.
• Ability to work in a high-intensity, fast paced environment.
• Go-getter that drives for results.

Responsibilities

• Provide exceptional customer service for all inquiries.
• Oversee domestic B2B and B2C orders from receipt to dispatch.
• Respond to warranty inquiries in a timely manner.
• Be proficient and flexible in using relevant operating systems to optimise workflow and facilitate a smooth order process.
• Develop and maintain constructive and cooperative working relationships with internal and external stakeholders.
• Process invoice corrections in line with approvals process in close alliance with Finance department.
• Monitor multiple shared inboxes to investigate and resolve B2B and B2C enquiries relating to order status, stock price and availability, delivery issues, product use, sales documentation corrections, special requests, etc.
• Respond to consumer enquiries logged via all Sea to Summit and Distributed Brands B2C websites in a timely and professional manner, engaging with Brand and Design teams for support as required.
• Respond to B2B & B2C warranty enquiries in a timely fashion, and with a win/win based mindset.
• Maintain and adhere to NCR procedures and manage the recording and resolution of quality management concerns relating to confirming with ISO9001 standard for quality management systems.
• Facilitate communications between the Sales and Operations teams to streamline the order process.
• Work closely with the IT team to improve and develop system automations to provide a more improved customer order process.
• Utilise inbound call opportunities to generate sales.

Skills

Inbound/outbound customer service experience

Written and verbal communication skills

Relationship building

Problem-solving skills

Time management

Organizational skills

Microsoft Office Suite proficiency

Influencing skills

Negotiation skills

Tools

Microsoft Office

Job description

Overview

Sea to Summit is an award-winning Australian brand in the outdoor industry. We design, manufacture, and distribute innovative, meticulously engineered outdoor equipment for adventures at every altitude. Sea to Summit was established in 1990. As an expanding global brand, we currently have offices in Australia, North America, Germany, Switzerland, Norway and China. We are a motivated group of experienced, creative, and forward-thinking professionals. We are connected by our shared passion to create frictionless gear so you can enjoy limitless adventures. Our promise is to be your relentless ally in every adventure.

The Opportunity

Location: Perth, WA

Full-time (38 hours per week)

Workplace type: Hybrid

The customer Support Officer is to provide an exceptional level of service to the Sea to Summit B2B and B2C customer base. You will assist them in understanding our products, identify solutions to fit their needs, renewals, whilst continuing to achieve optimal customer satisfaction levels.

Responsibilities

• Provide an exceptional level of Customer Service to all customers, responding to all correspondence and interactions in a professional, efficient, and timely manner.
• Ensure a solid understanding of product knowledge is maintained to be able to educate customers of the Sea to Summit & Distributed Brands product range and offer timely and appropriate advice.
• Oversee all domestic B2B and B2C orders efficiently and accurately from receipt through to despatch.
• Be proficient and flexible in using relevant operating systems to optimise workflow and facilitate a smooth order process.
• Develop and maintain constructive and cooperative working relationships with all internal and external stakeholders.
• Process invoice corrections in line with approvals process in close alliance with Finance department.
• Monitor multiple shared inboxes to investigate and resolve B2B and B2C enquiries relating to order status, stock price and availability, delivery issues, product use, sales documentation corrections, special requests, etc.
• Respond to consumer enquiries logged via all Sea to Summit and Distributed Brands B2C websites in a timely and professional manner, engaging with Brand and Design teams for support as required.
• Respond to B2B & B2C warranty enquiries in a timely fashion, and with a win/win based mindset.
• Maintain and adhere to NCR procedures and manage the recording and resolution of quality management concerns relating to confirming with ISO9001 standard for quality management systems.
• Facilitate communications between the Sales and Operations teams to streamline the order process.
• Work closely with the IT team to improve and develop system automations to provide a more improved customer order process.
• Utilise inbound call opportunities to generate sales.

Qualifications

Skills & Experience

• 3–4 years’ experience inbound/outbound customer service.
• High level of written and verbal communication skills.
• Proven track record building positive relationships both internally and externally.
• Strong problem solver with time management and organisational skills.
• Ability to understand your customers business and offer value-based solutions.
• Proficient experience in Microsoft Office Suite.
• Highly developed influencing and negotiations skills.
• Ability to work in a high-intensity, fast paced environment.
• Go-getter that drives for results.

Additional Information

Our Value Proposition

• Working alongside an international team with passion for outdoors
• Discounts & Gear allowance
• Volunteering Day Off to play an active role in giving back to the community
• Continuous learning and development for your personal growth
• Employee Assistance Program as part of our commitment to improve your holistic wellbeing
• Competitive salary package
• Paid 16 weeks parental leave

Equal Opportunity Employer

Sea to Summit is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. We are an Equal Opportunity Employer and do not discriminate on the basis of race, colour, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.

NOTE: This job posting is not intended to be an exhaustive list of all duties, responsibilities, or qualification associated with the job. The successful candidate will be expected to perform all functions from administrative processing to leading change initiatives.