Job Description
The Customer Care Team Member works within a small, dedicated team to provide exceptional customer support, manage orders, and resolve issues. The primary goal is to build customer loyalty and drive sales through high-quality service and relationship management.
Job Title
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Customer Care
Work Schedule
- Day Shift
Job Qualifications/Requirements
- Proficient in spoken and written English.
- Customer service experience is an advantage but not required.
- Strong communication and interpersonal skills.
- High attention to detail and accuracy.
- Positive, proactive, and solution-driven mindset.
Job Responsibilities
- Customer Care Coordination: Collaborate within the team to handle orders, complaints, queries, and feedback promptly and to a high standard.
- Safety and Compliance: Perform all tasks safely in line with company OH&S policies, prioritizing the wellbeing of employees and visitors.
- Project Support: Assist with major contracts and projects as needed, working alongside specialists or managers.
- Information Management: Accurately and promptly maintain and update customer pricing information and internal systems.
- Sales and Inquiries: Answer incoming calls and inquiries, taking action to meet customer needs and maximize sales/service opportunities.
- Proactive Service: Maintain a “don’t say no” attitude and go the extra mile; proactively offer alternatives when products are unavailable.
- Complaint Resolution: Resolve customer complaints quickly and process credit claims in accordance with company policy and customer satisfaction.
- Order Entry and Email Management: Enter customer orders accurately and ensure all emails are addressed within one business day (unless awaiting external info).
- Reporting: Provide regular updates to management on order accuracy, communication tracking, and issues affecting delivery or satisfaction.
- Attend and engage in daily huddles, team meetings, and one-on-one sessions to communicate progress, updates, and feedback.
- Act as a liaison between sales, warehouse, production, and customers to ensure delivery or order fulfillment issues are resolved promptly.
- Engage in regular product and process training to maintain high levels of customer service skills and product knowledge.
- Perform additional duties as assigned by the Customer Care Team Leader or other management to support continuous improvement in the department.
Good luck and God Bless!