> Northern Beaches, Lower Northshore, North Sydney
> Internal Customer Service and Sales Support
> Fulltime (with flexibility)
Are you passionate about delivering great customer service and supporting your peers in doing the same? Is sales administration your strength and do you like to go above and beyond?
Are you perhaps from the hospitality industry, looking for regular working hours, or returning to the workforce after a period of absence?
You've come to the right place! We are currently looking for a team player to join our business, to help us harness the next phase of growth. Swisstrade Pty Ltd
Established in 1997, Swisstrade is a leading supply partner to the hospitality industry, mainly servicing hotels, motels and resorts across the Pacific region.
We strive to delivery proactive customer service through teamwork and initiative. Our purpose is to elevate guest experiences in the accommodation sector, by offering innovative and class-leading Hotel Operating Equipment & Supplies, extending from local and international brands to innovative and environmentally sustainable product solutions. Our customers range from regional motels and global hotel brands to distributors and export accounts across the Pacific. Following recent investments in modern systems, processes and industry-leading ecommerce, we are well placed for continued market expansion.
About the Role
As part of an internal restructure, we are seeking an experienced and commercially minded Customer Service & Sales Support Lead to own and elevate our customer service and sales support functions across direct accounts, distributors, projects and our e-commerce channels. You will act as the administrative and commercial customer service hub, ensuring seamless execution of the customer journey from quote to order, warehouse liaison and delivery. You own and drive the process discipline of day-to-day running of office administration and collaborate with internal stakeholders across Sales, Operations, Purchasing and Product Management. Concise communication, clarity of processes and accountability make this role pivotal to our next phase of growth.
Some degree of flexibility is available in terms of working hours and days, to accommodate work-life commitments or preferences.
Key Responsibilities
Customer Service & Commercial Ownership
* Overarching responsibility of day-to-day customer service operation and sales order administration
* Act as the primary point of contact for customer enquiries across all sales channels
* Oversee the role of Customer Service Coordinator ensure timely execution of:
* quotes and order confirmations
* order processing and delivery coordination through to invoicing
* backorder management and communication, substitutions and delivery updates
* liaise with accounts receivable to ensure timely payment
* Proactively up-sell/cross-sell and offer product advice and recommendations
* Liaise with purchasing and flag unusual product demand, inventory shortages and new contract onboarding
* Collaborate with sales/marketing manager to support campaigns and alert the team of possible influx of customer interest or product demand
* Resolve customer feedback and complaints, elevate where necessary
E-commerce & Administration
* Onboarding and set-up of new customers on e-shop
* Own e-commerce order flow and customer enquiries
* Monitor online orders and resolve opportunities and discrepancies proactively
* Coordinate fulfilment and delivery matters
* Ensure alignment between online and offline pricing & stock communication
Sales Support & Process Leadership
* Support Account Managers with structured sales administration
* Responsible for the processing, documentation and delivery of mayor hotel projects, such as newbuilds and renovations
* Identify recurring inefficiencies and drive process improvements proactively
* Act as escalation point for customer complaints and service matters
Systems & Data Accountability
* Maintain and enforce process discipline in CRM, ERP and Operating Procedures
* Oversee order tracking via warehouse management system
* Liaise with warehouse team on priorities and discrepancies
* Contribute to reporting and pipeline visibility
Candidate Profile
* 3+ years' experience in customer service and/or commercial operations in an SME wholesale business or distribution environment
* Strong commercial mindset with a motivation for customer success
* Capable of owning, implementing and directing operational processes
* Positive and assertive communicator with confidence
* Confident in managing expectations of external sales teams and customers
* Solutions-focused, collaborative, respectful internal/external stakeholders
What success in this role looks like
* Clear ownership of the customer experience journey and success
* Productive collaboration between Customer Service, Sales and Operations
* Industry-leading order accuracy, response times and service levels
* Structured and predictable commercial processes
* Representative of the company image and industry leadership position
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