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Customer Serv Rep/Internal Sales

Date: Apr 19, 2021

LOCATION: Erina, NSW, AU

Company: Pelican Products, Inc.

Job Title

Customer Service Representative / Internal Sales

Department

SALES

Reports to

Commercial Manager

 

SUMMARY

Role is responsible for internal sales tasks including (but not limited): to order entry, and the servicing of customer requests - typically price & availability information, delivery confirmation, or warranty assistance.

PRIMARY DUTIES AND RESPONSIBILITIES

  • Deal with customer enquiries including but not limited to product information and availability, advice on product types and features, progress of customer purchase orders and warranty requests.
  • Data entry of sales orders and communication with customers in relation to same, including sales order amendments.
  • Provide written and verbal quotes in line with Pelican pricing and quotes guidelines.
  • Conduct customer service requests including “Track and Trace”, “Proof of Delivery” and “Controlled Returns”
  • Monitor Stock levels and customer demand and alert the inventory manager if there are perceived insufficient stock levels or a trend towards insufficient stock levels.
  • Provide support to the National Sales Team.
  • Calculate and communicate domestic freight charges for all customers by area, as required.
  • Provide assistance to the Logistics Co-ordinator in the daily instruction to the 3PL
  • Management and co-ordination of sample stock located in office, with territory managers and for tradeshows
  • Management of spare parts and warranty including, but not limited to, assisting customers with enquiries, processing requests, completion of warranty register, stock take and re order of spare parts.
  • Actively supports Pelican’s commitment to Quality and all quality objectives, with an emphasis on continual improvement.
  • Follows company policies and practices as outlined in the Employee Handbook and/or applicable employment agreement. Follows safety guidelines and procedures in accordance to the job.
  • Performs special projects and additional duties as requested by management from time to time.

JOB REQUIREMENTS                                          

  • Internal customer service experience.
  • Aptitude for minor technical information and issues.
  • Must demonstrate a premium-level dedication towards red-carpet customer service, and a drive towards ensuring the customers “feel special” at all times, wherever possible.
  • Prompt, punctual, well-presented and respectful of peers & management.
  • A demonstrable understanding and participation in the teamwork ethic.
  • Prepared to assist in overflow work from other colleagues’ positions – to assist other team members in the pursuit of the company’s overall objectives wherever necessary.
  • Excellent computer skills – Microsoft office.
  • Excellent time management.
  • Actively supports and complies with Pelican’s objectives, guidelines and commitment to Quality and Safety, with an emphasis on continual improvement.
  • Must be able to interact effectively and cooperatively with employees at all levels.
  • Must have the ability to complete assignments within the timeframe specified by the Manager.
  • Must be flexible regarding working hours. Must be able to work evenings and weekends, with or without advanced notice.
  • Must be able to operate in a fast-paced environment and handle multiple projects simultaneously.

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