Benefits
* Fast paced and exciting environment where diversity is celebrated, and creativity and ideas are valued.
* Competitive remuneration to recognise our team for their effort, which depending on the role, may include generous sales commission and other fantastic incentives to celebrate success.
* Access to exciting career opportunities and comprehensive training and development programs as part of the broader JB Hi-Fi Group (which includes JB Hi-Fi Australia, JB Hi-Fi New Zealand, The Good Guys and E&S Trading).
* Fantastic discounts across the JB Hi-Fi Group, plus access to Beny, our team member benefits app with exclusive offers, wellbeing perks and everyday savings.
* We offer 12 weeks paid parental leave for eligible primary carers (and a gift for new parents) and we embrace flexibility and offer hybrid working models for eligible roles.
* Our Employee Assistance Program (EAP) provides counselling and wide array of other wellbeing resources for our team members and their families.
* Our Helping Hands workplace giving program has raised millions for our charity partners to support positive impact in the community.
* Demonstrating our commitment to sustainability, we are on track to reach our goal of net zero carbon emissions by 2030 and continue to improve the way we reduce, reuse, and recycle.
Job Description
As the Sales Support Coordinator, you will be responsible for providing exceptional customer support through phone, email, and chat channels to quickly resolve various customer issues, requests, quotes, orders, and product inquiries.
Key Responsibilities
* 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
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.
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 don't meet 100% of the criteria) – please don't hesitate to apply!
#J-18808-Ljbffr