Customer Service Representative II

XPEL Australia; Sydney; On-site; AUD 55,000 - 70,000; Full time

Job summary

XPEL Australia is seeking a Customer Service Representative II to create a positive customer experience across inbound/outbound calls, warranty processing, order management and dealership support. You will handle orders in NetSuite, assist with account setup and billing questions, and coordinate with operations for returns and warranty resolutions.

Strong communication, a solid background in high-level customer and technical support, and proficiency with Excel and MS Office are essential.

Qualifications

• High school diploma required; 3 years of high-level customer and technical support experience.
• Experience providing support via live chats and email preferred.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).
• Excellent professional communication and strong organizational skills.

Responsibilities

• Answer inbound calls and handle routine questions about operations, products and services.
• Enter, track, or change order statuses using NetSuite ERP and log all interactions.
• Assist with warranty processing, returns and testing coordination with Operations.
• Support dealerships, manage AR inquiries, and coordinate with cross-functional teams.

Skills

Inbound phone support

Technical support

Customer service

Microsoft Office

Education

High School Diploma

Tools

NetSuite ERP

CRM software

Job description

Job Summary:The Customer Service Representative II is responsible for creating a positive customer experience within the respective responsibilities of in/out bound phone support, warranty, order management, referrals, accounts receivable and dealership support.Core DutiesThe Customer Service Representative II will perform the duties below as applicable and on the basis of business needs.Inbound Telephone SupportAnswer inbound calls to the Company’s main support line and take appropriate action based on the type of call, including:Answering basic questions about the company’s operation, product, servicesEntering, changing, or checking on the status of orders using NetSuite ERP softwareTracking and escalating support calls to the appropriate department or personnelResearching customer account issuesScreening and forwarding phone calls to XPEL employeesLogging all in-bound calls in to NetSuiteTechnical SupportAnswering calls from customers and internal employees about XPEL’s proprietary software, including:Assisting with setting up, activating, deactivating and managing of customer accountsAssisting with the installation, operation, and troubleshooting of cutting plottersSupporting customers with basic questions about commonly used functionsResolving technical problems and escalating problems for further level of assistanceSupport customers with the use of XPEL’s website and on-line ordering toolsParticipating in an on-call after-hours support rotationOrder ManagementMonitor e-mail inboxes and other locations for inbound orders that need to be entered into NetSuite;Monitor the Company Support Queue, answering or forwarding cases to the appropriate partyFinalize and process order fulfillments for XPEL’s various locations and third-party fulfillment locationsEntering orders and processing requests for our OEM businessOutbound SupportUsing lists, criteria or scripts provided, make outbound calls to designated Customers or prospects for various purposes, including:Soliciting feedback from customers about the Company’s service, products or performanceInforming customers about Company products, offeringsPro-actively calling customers in response to automated alerts about order delays or other problemsReferral Pipeline SupportDaily referral pipeline support communicating with consumers, closing tickets and processing requests.RefundsOutbound EffortsOnboarding proceduresWarrantyAssist with processing warranty claims and manage resolution for installed products, ensuring accurate documentation and appropriate outcomes.Generate Return Authorizations (RAs) for products in accordance with company policies.Act as a subject matter expert on XPEL products for both internal teams and external customers.Coordinate customer returns for product testing, working with Operations and Quality teams to help determine root cause.Analyze warranty and return data to identify trends and support process improvements.Use ERP and CRM programs to manage claims and customer interactions.Dealership SupportNew Account set up, preparing all additional items for new accounts.AR Responsibilities – Credits and billing inquiries.Prepare, email, and file Clear Plate Invoices on the master spreadsheet for Wednesday send-off.Assisting in logging work orders, warranties, and other entries as needed.Monitor e-mail inboxes and other locations for inbound orders that need to be entered into NetSuite.Monitor all Dealership Support Pipelines in the mornings and throughout the day.DAP administrative support on commissionsWeekly and Monthly Audit Reporting.Triaging PPF orders pipeline for urgent requests and edits before billing is processed.Clear Plate spreadsheet updates and management.Building Addendums.GeneralParticipation in the warehouse urgent communications to ensure best in class service for our customers.Partner with cross-functional departments (Sales, Accounting, Tech, etc.) to ensure a seamless customer experience.Accounts receivable responsibilities related to customer invoices, billing errors, billing statements.Other duties as assignedBasic QualificationsHigh School Diploma3 years of high-level customer and technical support experienceExperience providing support through live chats and email preferredKnowledge of Excel, Word, Power Point and General Microsoft Office ApplicationsAbility to communicate professionally and effectivelyExcellent phone presence with high level of interpersonal, and organizational skillsDemonstrates a sense of urgency and timeliness to meet customer service call demandXPEL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.