Our client represents the most well recognized high-end brand.
Proudly designed and manufactured, with a commitment to quality and service, they have gained market leader status, both in NZ and internationally.
On their behalf, we are looking for a technically focused senior CSR/ Parts person to join their Albany based team to ensure the delivery of quality customer service and technical support to all internal customers, who you will get to know well.
Internal customers are dealers around the country and in Australia, Retail Branch staff and to a lesser extent the companies Technicians.
(Not the general public).
It will be a good mix of customer service, administration and phone based technical support, so we are keen to find someone who has strengths across all of these areas and can work towards being a product specialist.
The Rewards:
Being a part of a company that prides themselves on both customer satisfaction, as well as a great team culture. Remuneration: Base $80K - $90K negotiated on experience Responsibilities will Include:
Ensure those from the Dealership Network, and Retail staff are given the technical support that they need. Answer queries on parts, communicating details: serial numbers, make and model, Etas on parts, availability, and price, etc. Process incomplete deliveries or damaged deliveries Answer and process parts queries coming from customers overseas.
Follow up on orders and backorders. Organise parts deliveries. Confident use of CRM systems and reporting. Run various stock and inventory fulfilment reports. Relocation of spare parts to increase fulfilment efficiency. Run and process the showroom reorder report on a weekly basis. Process dealer and retail warranty requests in NetSuite & apply credits. Process parts order cancellations, ensuring parts are correctly transacted. Lodge all parts and/or labour warranty requests with the applicable supplier Provide overflow support for Customer Service and the Albany Showroom Ensure all information is processes in detail on the company’s ERP.
Experience and Qualities needed
Strong technical / mechanical understanding.
Preference would be for those who have worked in a similar technical - electrical / mechanical product environment.
(Appliances, equipment, parts-based roles).
Maybe another trade-based customer focused role. Exceptional relationship building and communication skills. Good administrative skills and confident use of systems/ ERP (data entry). Impeccable customer service, complaint handling, empathy, be supportive and helpful. Excellent attention to detail and time management skills Takes a logical approach to problem-solving. Unflappable under pressure. Keen to continue to upskill & learn about the products and their parts. Committed to continual improvement and takes pride in their work. Great time management and priority setting skills. Enjoys a laugh or two, adding to a positive, supportive, and friendly team environment. This role will require a very customer focused person, who can listen, problem solve, think strategically, achieve results, meet deadlines, create efficiencies, and deliver a customer service experience that is second-to-none!