AddressAbout Us:
Sheffield Group, an Australian-owned and operated company, has been at the forefront of distributing highly recognized and quality brands in the industry for over 50 years. Our product range includes Power Tool Accessories, Abrasives, and Hand Tools from quality brands like Alpha, Sterling, and Bristol. https://www.sheffield.com.au.
Our Culture:
We're flexible, progressive, open-minded, and inclusive, valuing ideas, innovation, and change. With a passionate team of 70 and counting, we prioritize our employees' well-being, fostering a collaborative and healthy work environment.
The Opportunity:
As a Customer Experience Agent, you will play a pivotal role in providing top-notch service to our distributors. You will be primarily responsible for managing client relationships; supporting, assisting and collaborating with both the Head of Customer Experience and our Business Development Managers to maximise growth opportunities within the market. This role is your chance to contribute significantly to our growth trajectory, and your contribution will be instrumental in maintaining and furthering our reputation for excellence in the power tool accessory industry.
Key Responsibilities:
- Customer Engagement: Engage with customers across various communication channels (phone, email, chat, and social media) to understand their needs and answer enquiries; maintaining swift and accurate responses to ensure customer and BDM Team requests do not go unanswered for an extended period.
- Issue Resolution: Address customer concerns, complaints, and issues promptly and effectively, aiming for a swift and satisfactory resolution while adhering to company policies and procedures.
- Customer Feedback: Collect and analyze customer feedback to identify trends and areas for improvement. Collaborate with cross-functional teams to develop and implement solutions to enhance the Customer Experience.
- Range Growth: Identify and capitalise on opportunities for upselling complimentary products or expanding the product range to drive revenue growth.
- Collaboration: Collaborate effectively with cross-functional teams, such as External Sales, logistics, and product development to enhance the Customer Experience.
Key Requirements:
- Friendly and cheerful disposition
- Excellent communication skills
- Customer-centric mindset
- Strong problem-solving abilities and attention to detail
- Proficient in using customer support software, Excel & CRM Systems
- Ability to work independently, and as part of a team.
Join Us: This is your chance to be part of our dynamic growth story. If you're eager for a challenging and rewarding career where you can make a significant impact, we're excited to welcome you aboard.
