Job Title:  Customer Care Officer

Role Overview

The Customer Care Officer will support the co-ordination and administration of the Australian sales & service order process. All the way from receipt of order through to the successful delivery of the product to the customer within company policies and procedures, incorporating service activities as well as handling questions, complaints, and requests from customers, to support the business in realising commercial objectives and contribute to customer satisfaction.

Main Responsibilities

• Process sales orders and generate Order Acknowledgement and send to the customer and sales manager.
• Handle inbound and outbound telephone calls, screen telephone calls and provide answers where possible, take messages and ensure needed follow up occurs. 
• Take inquiry calls from customers or clients and dispatch the suitable customer service associate to address questions. 
• Building customer rapport and account management.
• Potential key account customer visits
• Coordinate with Sales team on informing the Customer when delivery dates will not be met. 
• Prepare shipping documents including detailing agreed onsite loading requirements. 
• Prepare invoices for each product shipment. 
• Regularly review ‘on hold’ product information and liaise with Customer on when product will be delivered. 
• Liaise with the Purchasing Officer / Logistics Coordinator regarding ordering stock.
• Process all warranty claims and advise customer of outcomes.
• Liaise with the accounts department regarding customers who have exceeded their credit limit.
• Book courier freight for selected orders.

Ideal Candidate

• Due to the volume of communication that will be required with the customer, you must possess excellent customer service skills and have an outstanding phone manner.
• You must be fluent in English to a very high standard and possess strong communication skills, as liaison with customers and internal stakeholders is a large focus within the job.
• You must be well organised and possess a high level of administration ability to effectively manage the complexity and order volumes.
• A basic understanding in using ERP/MRP enterprise software packages similar to Oracle, SAP, JD Edwards, Forth Shift etc. (training to be provided)
• You must have knowledge in using Microsoft Office software programs.
• You must have great attention to detail.
• Ability to work as part of a team, with or without supervision.
• A proactive person who is committed to getting the best out of others, integrating a ‘can do’ attitude and enthusiasm across both the Sales & Operations teams.
• An ability to develop, optimize and implement procedures and processes to improve customer service outcomes.
• A self-starter with a demonstrated ability to set and achieve goals.

The successful applicant will be ambitious and will have the autonomy and competency to succeed in this role. A can-do attitude, good communication skills, with the ability to prioritise work will hold you in good stead. It is essential that you are commercially minded, a team player, and able to work with a range of stakeholders.
As an equal opportunity employer, Enersys encourages indigenous people – Aboriginal & Torres Strait Islanders and Māori’s being the thangata whenua and female candidates to apply.  Enersys always promotes safety.
If you have the ambition, drive, and competency to succeed in this role please submit your application, including current resume by selecting 'Apply' and following the prompts.
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Applications Close: 11th April 2024