Customer Service & Sales Support

Position Summary The Customer Service & Sales Support Role provides administrative, customer service, and sales support across multiple brands within the organization. The role has a strong focus on customer support, assisting customers, retail partners, and internal teams by managing customer communications, order enquiries, operational requests, and service-related activities. The position also provides shared services support across head office functions and works closely with operations, warehouse, and retail teams to ensure a seamless and positive customer experience. Job Details - Work Setup: Work-from-home - Schedule: Monday to Friday, 8:00 AM – 5:00 PM AEST - Holidays: To Follow Australian Public Holidays Key Responsibilities Customer Service - Provide day-to-day customer service support to customers, retail partners, and internal teams by managing enquiries, requests, and service-related activities. - Manage customer service inboxes and respond to enquiries through various communication channels. - Monitor order progress and coordinate with warehouse and operations teams to address delays, shortages, and order-related issues. - Investigate and resolve shipment discrepancies, product enquiries, and customer concerns in a timely and professional manner. - Ensure accurate, clear, and timely communication across all customer touchpoints. - Maintain detailed service records and escalate complex issues when required. Sales Support - Provide operational support to customers and business partners to ensure a smooth customer experience. - Prioritise and manage incoming support requests while providing effective solutions and troubleshooting assistance. - Support customers with online portals, system access, order processing, and general platform enquiries. - Manage product return processes, including faulty product coordination and credit requests. - Monitor compliance requirements and support ongoing customer account management activities. - Prepare regular customer activity reports and performance updates. - Assist with customer onboarding, training, and education on systems and processes. - Support customer questionnaires, account updates, and profile management. - Assist with sales support activities and business development initiatives. Shared Services & Administration - Manage shared inboxes, phone enquiries, and digital communication channels. - Provide administrative support across various business functions. - Maintain accurate records, documentation, and internal systems. - Assist with reporting, documentation, and process improvement initiatives. - Support cross-functional projects and operational activities as required. Stakeholder Coordination - Collaborate with internal teams, including warehouse, operations, e-commerce, sales, and retail teams, to resolve customer and operational matters. - Coordinate with stakeholders to ensure timely resolution of enquiries and service requests. - Escalate complex issues appropriately while maintaining strong communication and follow-through. Qualifications Essential - Previous experience in customer service, sales support, administration, or shared services roles. - Strong organizational skills with the ability to manage multiple priorities and meet deadlines. - Excellent written and verbal communication skills. - Strong attention to detail and ability to maintain accurate records. - Ability to work effectively in a fast-paced, customer-focused environment. - Proficiency in Microsoft Office applications, particularly Excel, Outlook, and Word. Desirable - Experience in retail, wholesale, e-commerce, or customer support environments. - Experience managing shared inboxes, customer portals, or CRM systems. - Experience supporting business customers, retail partners, or account management activities. - Familiarity with order management systems and operational processes. Personal Attributes - Highly organized with strong attention to detail. - Customer-focused with a proactive and solutions-oriented mindset. - Adaptable and comfortable managing changing priorities. - Strong problem-solving skills with the ability to take ownership of tasks. - Collaborative team player with a professional and positive approach. - Excellent communication skills with the ability to build strong relationships with customers and stakeholders. Originally posted on Himalayas