Sales Support Coordinator

As the Sales Support Coordinator you will be responsible for providing exceptional customer support through phone email and chat channels to provide quick resolutions to various customer issues requests quotes orders and product inquiries.

Key responsibilities include but are not limited to:

• Handle inbound customer requests via phone and chat addressing inquiries such as order status simple quote requests documentation (invoices etc.) and initial product support.
• Manage and resolve customer cases created from emails phones form submissions or escalations from the Customer Support Team. These may include order requests quote generation credit orders and refunds.
• Proactively educate customers on self-service tools and options to improve efficiency and customer independence for future interactions.
• Manage warranty and faulty product inquiries raising repair requests when necessary.
• Reduce overdue payment and risk of bad debt through prompt invoicing proactively managing escalation that have resulted on a customers account being overdue. Take ownership of complex cases and phone calls that cannot be resolved during the first contact and ensure thorough resolution by capturing all necessary details and updating CRM.
• Manage backorder follow-ups and supplier coordination to ensure timely delivery of customer orders.
• Handle complex quotes and orders that involve bespoke requirements collaborating with Account Managers and customers where necessary.
• Maintain and manage cases related to order fulfilment including tracking progress and liaising with suppliers and internal stakeholders to ensure completion
• Drive high customer satisfaction (CSAT) and net promoter score (NPAS) outcomes scores through consistent high-quality service delivery.
• Collaborate with the Senior Sales Support Coordinators on escalated or complex cases that require additional support
• Maintain and manage the Commercial B2B Web fulfilment program order allocations refunds transfers and emails 
• The setting up of new customers in the Point-of-Sale systems and maintaining existing customer records
• Liaise with Inventory/Support to correct invoicing/stock discrepancies
• Meet daily weekly and monthly key performance indicators (KPIs).

Qualifications :

To be successful in this role you will need:

Essential:

• Customer Service Experience: Proven experience in a contact centre or similar environment handling inbound calls and chats and delivering exceptional customer service.
• Communication Skills: Strong verbal and written communication skills with the ability to clearly articulate information and assist customers across multiple channels (phone chat email).
• Attention to Detail: Ability to accurately manage multiple cases track progress and follow up to ensure timely resolution.
• Collaboration Skills: Experience working across teams particularly with sales fulfilment and suppliers to resolve customer cases.
• Customer Focus: A passion for delivering a positive customer experience with the ability to build rapport and solve problems efficiently.
• Problem-Solving: Ability to think critically and resolve issues during first contact when possible escalating cases as needed.
• Multitasking: Ability to handle multiple customer interactions at once (e.g. handling chat requests while answering calls) in a fast-paced environment.
• Tech-Savvy: Proficiency with technology and an eagerness to learn new systems including chat platforms CRM tools and case management systems.

Desirable:

• Salesforce /CRM: Familiarity with Salesforce or similar CRM platforms is highly regarded.
• Chat Experience: Experience managing customer inquiries via live chat platforms.
• Backorder and Fulfilment Management: Experience handling order fulfilment processes and supplier follow-ups
• Customer Experience Metrics: Understanding of CSAT NPAS case management and other contact centre metrics

Additional Information :

If you are interested in this exciting opportunity with us please click apply and upload your CV. All applications are strictly confidential.

JB Hi-Fi Group is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion. If this opportunity excites you (even if you feel that you dont meet 100% of the criteria) please dont hesitate to apply!

Remote Work :

No

Employment Type :

Full-time