Customer Support Specialist

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Date: Aug 6, 2022

Location: Port Melbourne, AU

Company: AkzoNobel

We’ve been pioneering a world of possibilities to bring surfaces to life for well over 200 years. As experts in making coatings, there’s a good chance you’re only ever a few meters away from one of our products. Our world class portfolio of brands – including  International, Sikkens and Interpon – is trusted by customers around the globe. We’re active in more than 150 countries and have set our sights on becoming the global industry leader. It’s what you’d expect from the most sustainable paints company, which has been inventing the future for more than two centuries.

Job Purpose

The Customer Support Specialist is the primary internal contact for ANZ customers. The position is expected to enhance the company’s reputation by providing appropriate advice and communication in a timely effective manner with customers, and other personnel within the ASC Coatings businesses including Sales, Customer Service, Operations, Technical personnel and overseas associates.

Key Accountabilities

Registers and processes customer orders independently in SAP system received via Ecommerce and electronic mail.

Manage to release orders before cutoff time on the daily basis, communicate with customer within the timeframe and prioritising order and delivery if required.

Ensure to process orders first time right, and manage order is transferred in full on time to the transporters (logistics) for delivery, provide correct delivery note and tracking information to customers.

Follow through / track progress of orders and keep customers fully informed, track the order through ordering system so that the order progress is visible at all stages through to delivery and invoicing.

Answer telephone, emails and face to face queries from customers and acts as first level contact with customer for answers to questions and in attempting to resolve complaints.

Response to customer enquiries either through email and phone within 24 hours and ensure high first-time contact resolution rate.

Use the SAP system

Monitor stock levels, co-ordinate supplies, logistic, and 3PL for Operations personnel to ensure stock is available and supplied to the customer by the required date.

Follow all company processes including order process, pricing process, credit process etc.

Maintain filing and recording of documentation for auditing

Responsible for good receiving and dispatching in local office warehouse

Participate in stocktakes and ensure local office warehouse stocks is managed and updated in SAP system.

Operate with flexibility and co-operation as part of the Australasian team.

Support and assist the Sales teams for any type of reports including order report, delivery report, backorder report, invoice report etc.

Obtains adequate customer and product knowledge to find solutions for customer needs (e.g. additional and/or alternative products).

Makes proposals for improvements on work processes.

Completes registering / filing / archiving of customer service-related documentation

Assures cooperation between customer service and field force regarding administration of customer orders.

Experience

Mandatory

Relevant administration and Customer Service experience including using SAP computerised Customer Service system

Competent computer and clerical skills

Customer focus, team orientated, flexibility and attention to detail

Good interpersonal and problem-solving skills

Highly developed organisational skills

Patience, diplomacy and discretion

Good communications skills

Initiative and the ability to deal with a number of activities simultaneously

Ability to respond to changing priorities

Desirable

A knowledge of VR Coatings and / or the Shipping Industry

Familiar with despatch, stock control procedures and documentation

Customer service experience which required follow through, tracking of orders and follow up with customers

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

Requisition ID: 23621