Customer Service/Outbound/Inbound Manager: Workwear/Fashion

Thread Hunters; Brisbane; On-site; AUD 52,000 - 64,000; Full time

Job summary

Thread Hunters in Brisbane, Australia, is seeking an experienced customer-focused professional to support stock and order enquiries, handle inbound and outbound calls, and manage CRM records. The role emphasizes independent work, excellent communication, and a proactive approach to sales growth.

The ideal candidate will have 5+ years in a related role, reside within 30 minutes of Eagle Farm, and thrive in a dynamic showroom environment.

Qualifications

• 5+ years experience in a similar role preferred.
• Ability to work autonomously and reside within 30-minute radius of Eagle Farm offices.
• Strong communication and customer service orientation.

Responsibilities

• Handle inbound calls for stock, order enquiries, returns, and web enquiries.
• Enter notes into CRM after each customer interaction; manage customer complaints and escalations.
• Make outbound calls to generate potential sales and follow up opportunities.
• Maintain showroom showroom samples, ensure stock is neat and properly labeled.
• Create and track opportunities in CRM; update contacts and learn customer needs.

Skills

Customer service

CRM experience

Outbound calling

Sales skills

Communication

Tools

CRM software

Job description

Our client is the leading workwear fashion specialist servicing national and international wholesale accounts. My client is a very well-established business, over 35 years. We are seeking a candidate with excellent experience, has long-term tenure in their career (5 years min preferred), able to work autonomously and resides within a 30-minute radius from the very stylish offices in Eagle Farm.

DUTIES INCLUDE:

INBOUND CALLS

• Answer incoming calls and provide support to customers for stock enquiries, order enquiries, stock arrival dates, returns, and web enquiries.
• Ensure all notes are entered into CRM after each call against the customer
• Manage customer complaints and escalated if further action is required.
• Identify sales opportunities and lodge all requests for quotes.

SALES/OUTBOUND

• Make outbound calls to appropriate sections of the database
• Use outbound calls as a tool to generate potential sales and increase customer spend as a result of relationship building
• Track potential sales opportunities regularly and ensure that appropriate follow-ups are carried out to assist in winning the business
• Identify potential areas of sales growth
• Provide information on specials and other new products
• Raise awareness of products that the customer may not currently be purchasing as well as the potential for indents and/or future orders
• Establish any areas of concern (pricing, quality, delivery times etc) to any lapsed or MIA customers
• Problem solve any issues and report / provide feedback to management

RECEPTION

• Ensure that all customers attending the showroom are looked after as required
• Manage all samples that are ‘borrowed’ from the showroom to ensure they are returned or ultimately invoiced out
• Ensure that one item of every style / colour is kept in the showroom and that all stock is neat, clean and labeled correctly
• Ensure that the showroom is maintained in a clean and tidy manner

CRM DATABASE

• Record comprehensive notes of every customer interaction into the CRM database
• Create “Opportunities” in the CRM database as a record of all potential sales and follow up these opportunities regularly until the sale is closed
• Update the database and change details/contact information as required
• Contact every new account to establish a relationship and learn about their business
• Use the introductory phone calls to highlight appropriate products and potentially drive additional sales

Our client provides an excellent working environment and has a very strong staff base (most have been with them for over seven years plus).