VIC Customer Service Officer / Inside Sales

Easy Apply

3.5 ★Studco Building Systems– Croydon, Australia

Studco Building Systems are leaders in manufacturing innovative metal building systems for the wall and ceiling construction industry. From humble beginnings in 1986 as a steel stud roll former in Melbourne, Australia, Studco has developed into truly global manufacturer of premium building systems for the commercial and residential construction industry. Our customers succeed because of our superior solutions, intelligence and value.

As a customer service officer/ Inside Sales, you will be an integral part of Studco’s Customer Service Team who will be office-based for handling incoming telephone calls and outgoing telemarketing calls, researching future projects, updating customers details in CRM, looking for possible leads, as well as other sales related duties such as quoting, providing technical assistance, liaising with other departments, etc.

You will be vital player on Studco’s Customer Service Team and will be joining one of the fastest-growing, most dynamic companies in the industry. A willingness to learn, a preparedness to push yourself to play in an industry-leading team, and a 100% commitment to the Studco Strategic Objectives will make you successful in this position.

KEY EFFECTIVENESS AREAS & RESPONSIBILITIES

• Key Responsibilities:
• Handle incoming telephone enquiries relating to Studco’s product range, including stock availability, lead times, etc.
• Monitor and Process, orders from customers
• Entering prospects into CRM
• Enter and track projects in BCI
• Update CRM with Marketing lists
• Provide excellent internal sales support for all the sales team / your designated Account Manager ‘buddy’
• Monitor incoming email enquiries and distribute accordingly
• Working with our Philippine’s Team on a day to day basis
• Liaise with Warehouse Distribution Coordinator and Production Planner
• Follow through on all customer enquiries, including liaising with other staff members and getting back to the customer in a timely manner.
• Complete quotes for Studco products
• Telemarketing and telesales to existing customers and new prospects
• Adopt and impart the Studco USP, value propositions and brand strategies
• Effectively use telephone and email to prospect for new leads including follow up of leads in BCI
• Attend all Customer Service / Sales meetings
• Collect, file & update customer contact information in accordance with the Studco database system, including Exo database entries
• Maintain accurate records of customer contacts
• Generate new customers for staff as requested
• Liaise with Despatch and customers to advise on delivery’s status and any delivery issues
• Have an understanding of the warehouse stock inventory and ordering process

• Other Sales Responsibilities:
• Actively contribute ideas and solutions for the sales team, including the provision of market intelligence on competitor activities, products, applications and prices.
• Provide market intelligence to the Sales Team, Marketing Department and R&D Team as required.
• General Duties
• Understand and maintain confidentiality relating to all business activities, especially relating to financial details and customer/supplier details.
• Be accountable for your time. Lodge weekly KPI time sheets with your manager.
• Understand and maintain correct protocols and SOP’s when interacting with other staff, or customers and suppliers.
• Teamwork and Leadership Responsibilities
• Be prepared to learn. Call out for additional assistance immediately when a question comes up that you are not highly competent in responding to.
• Be a team player. Work with the Studco Team for the good of the whole business.
• Abide by communication protocol for all Studco Team members.
• Email & phone calls must be responded to promptly.
• Manage time in an effective manner, such that all tasks are done in specific time zones each day. Request help if you are becoming overloaded.
• Confidentiality is paramount. Any breach of trust will be regarded seriously & addressed in an appropriate manner by senior management. Anyone involved in the Studco Team is required to sign a confidentiality agreement.

SELECTION CRITERIA

Preferred knowledge:

• Know and value the need for fanatical customer service
• Understanding of basic sales processes.
• Understanding of basic principles for business success.
• Proficient in Excel spreadsheets.
• Some knowledge of the construction industry.
• Ability to maintain a high level of accuracy in preparing and entering information.

Preferred skills:

• Excellent interpersonal skills
• Excellent listener and proficient in verbal communication and presentation
• Resilient
• Sales passion and drive
• Analytical problem solver and negotiator
• Attention to detail
• Effective written communication skills
• Time and task management
• Team player and team builder

Personal attributes:

• Honest and trustworthy
• Be respectful
• Possess cultural awareness and sensitivity
• Be flexible
• Good personal presentation and hygiene
• Adopt the Studco culture and uphold Studco’s mission, vision and values.