Trade & Retail Hardware Pro — Customer Focus & Growth

Sunshine Mitre 10; Wollongong City Council; On-site; AUD 50,000 - 65,000; Full time

Job summary

Capital Transport and Logistics Group Pty Ltd is seeking a Customer Service Officer responsible for handling inbound calls, taking client bookings accurately, and ensuring delivery issues are communicated promptly. You will liaise between clients and sub-contractors to maintain service levels and adhere to safety policies.

This role emphasizes professional customer interaction, precise data capture, and proactive problem resolution to prevent delays and disruptions for clients.

Qualifications

• Answer all telephone calls promptly and professionally.
• Take client bookings accurately and efficiently.
• Identify and resolve potential delivery issues before they impact clients.

Responsibilities

• Answer calls within 3 rings (7 seconds).
• Capture booking information: type and number of goods, dimensions, weight, special delivery instructions.
• Ensure bookings comply with the Company Manual Handling Policy.
• Escalate to the Manager when unsure or in any instance outside policy.

Tools

TMS (Transport Management System)

Job description

Customer Service Officer Department Customer Experience Reports directly to Customer Experience Supervisor Reports InDirectly to Group Customer Experience Manager Number of reporting relationships 2 Employing entity Capital Transport and Logistics Group Pty Ltd authority to act This position must act within written group policies, procedures and operations manuals. All decisions outside these parameters must be approved by your direct manager. Number of staff reporting directly to this position 0 Critical relationships (internal) Customer Experience Supervisor Group Customer Experience Manager Customer Service Department Courier Department Taxi Trucks Department Fleet Management Department Sales and Account Management Department Administration Department Contracts Department HR and HSEQ Department Critical relationships (ExTErnal) Existing clients Sub-contractors Position Summary As a Customer Service Officer, you will report directly to the Customer Experience Supervisor and indirectly to the Group Customer Experience Manager. You are responsible for ensuring that all telephone calls are answered promptly and professionally at all times. As a Customer Service Officer, you are to provide superior customer service to our clients by ensuring that all client bookings are taken efficiently and accurately. You must identify and resolve any potential delivery issues before they impact our clients and ensure that all clients are informed of any delivery issues or delays. You are also required to follow up on any service issues by liaising between the client, sub-contractor and relevant Departments. 1. Key Responsibilities and Tasks 1.1 Performance measures and key peformance indicators (KPI) You must ensure you meet the following performance measures and KPIs: Performance Measure Benchmarked KPI Telephone calls are answered promptly to avoid unnecessary abandoned calls and high average answering times Answer within 3 rings (i.e. 7 seconds) Client bookings are taken efficiently and accurately to minimise booking errors Booking errors must not exceed 1.5% of your total bookings per day Average number of client calls handled per hour per day Average of 15 client calls per hour, per day Average call handling time Does not exceed 1 minute and 50 seconds (ie. 110 seconds) Number of re-queued telephone calls Less than 2% of total calls 1.2 Customer Service and client bookings Provide superior customer service to clients at all times. You must answer all phone calls with “Welcome to Capital, this is (name) Ensure that you capture the following information on all telephone bookings: Type and number of goods; Dimensions; Weight; and Special delivery instructions (if they apply). Ensure that all bookings are taken in line with the Company Manual Handling Policy. You must ensure that you take all reasonable steps to ensure no bookings that pose a hazardous manual handling risk are entered into the TMS. You must elevate to your Manager where you are unsure or in any instance