Customer Care Specialist

SodaStream is the world's largest manufacturer, distributor and marketer of Home Carbonation Systems. Our brand is sold in 52 countries worldwide and in over 60,000 retail outlets.

Reporting to the the Customer Care Manager, the Customer Care Specialist will play a critical role in delivering exceptional customer service by ensuring the timely and accurate processing of orders, resolving customer enquiries, and maintaining positive relationships with internal and external stakeholders to enhance the overall customer experience.

Key responsibilities include:

• Monitor and process incoming EDI and manual orders while collaborating with the relevant stakeholders to meet customer demands.
• Facilitate the resolution of order discrepancies relating to data integrity, shipping issues, pricing and credit holds. 
• Manage out of stock and backorder queries.  
• Assist cross functional teams by assisting in credit claims, processing free of charge and transfer requests, ensure proper financial approval. 
• Act as a liaison between the customer, sales, finance and distribution teams including 3PLs.
• Prepare and monitor various KPI reports in a periodic and timely manner.
  • Continuous utilization and upskilling in existing and new technology to drive root cause analysis and problem resolution relating to on-time delivery, order blocks, and other team metrics. 
• Collaborative and supportive team work  to ensure timely order processing, product allocation, order adjustments, return claims, and e-tailer product availability.
• Continuously look for opportunities to improve processes and enhance efficiency.
• Documentation of all work processes and ensuring that the document is always relevant and up to date.
• Prompt and on-time Response to consumer enquiries via phone, email, social media platforms and Web using Talkdesk and Zendesk. This include but not limited to the following:
  • Trouble shooting product issues.
  • Assisting with online purchase queries and order updates
  • Following up on order status.
  • Direct customers to product educational resources. 
  • Servicing and assisting the customers with any other query as needed
• Initiate proactive calls to customers to ensure their satisfaction with orders, evaluate and enhance their user experience, and offer additional product recommendations.
• Ensure Customer Care Email Inboxes are emptied daily with clear follow up flag.
• Perform ad hoc duties as required within the department. 

Key Performance Indicators (KPIs)

• Response Time:
  • Calls are to be answered 80% of the time within 30 seconds.
  • Abandonment call rate is to be less than 4% of calls.
  • Emails/Social Media are to be 90% answered in less than 1 day (That business day, after hours is the next day). Complicated queries are to be at least acknowledged within the first hour (if the query is received during business hours). Resolve any queries within 0-48 hours unless it is a genuine lengthy query that requires ongoing investigation. Manage these exceptions as required with commentary acting as supporting evidence.
• Quality - customer satisfaction survey is to be 90% or higher as satisfied. Review service comments too.
• Identify top contact drivers and share insights with your manager and other relevant stakeholders to reduce pain points and resolve common problems reported by our customers.
• Order processing to be completed on the same day for all orders received by 2pm. Manage genuine urgent exceptions as required. Ensure to meet any cut off times and place pick slips in the processing/pick/pack area daily on time. Ensure to communicate any important information regarding an order with all the relevant stakeholders.

Successful candidate will:

• Intermediate to Advanced level computer skills in Excel, Word & Outlook, so as to be able to prepare & present various reports
• Strong interpersonal and communication skills, both written & verbal
• Excellent stakeholder management skills, including internal & external customers.
• Competent in use of EDI & Oracle
• Problem Solving & Analytical Skills
• Can Do and Positive Attitude
• High Attention to Detail

Employee Value Proposition:

• Free onsite parking
• Annual discretionary performance bonus
• In-house training programs
• Novated car leasing options

We are seeking a pro-active self-starter who is a good match to our unique culture. If you believe you have the essential qualities listed above and wish to be part of a Global team that rewards business courage, creativity, initiative & urgency, optimism & energy, then we invite you to follow the application process.

To be eligible to apply, you must have the right to work in Australia in a full time capacity.