AddressOur Company
Rockcote is one of Australia’s most loved and trusted brands and manufacturers of Coloured Render, Textures, Paint and Natural Materials coatings for residential and commercial buildings. Proudly Australian owned and operated, our factory is based on Queensland’s Sunshine Coast and our products can be found throughout Australia and New Zealand.
Rockcote is a family owned, customer centric business, with a passion for creating quality, innovative, and high-performance coating systems. Our products create naturally beautiful spaces for all, whilst always looking to protect our environment.
Recognised as a 2023 Australian Business Awards Employer of Choice, we continually strive to create a nurturing place of work that is safe, inclusive, and aspirational. Embracing work-life integration over balance, bringing our best selves to both work and home.
Our Position
Based at Head Office in Yandina, this Fulltime Customer Experience Officer – Distribution’s primary role is to provide superior customer service to our clients.
Also, key to this role will be acquiring strong product knowledge to work with our distributors to obtain the best sales outcome for them in terms of customer service experience and potential repeat business.
On the job training will arm you with the strong product knowledge you will need to obtain the best sales outcome for customers and ultimately achieve repeat business.
Your responsibilities will include but are not limited to;
- Working with customers to offer customised support via various communication channels and grow long-term relationships based on trust.
- Processing customer orders and entering customer delivery notes.
- Providing accurate information, keeping customers up to date on delivery times and assisting in optimising the logistics operations.
- Communicating and collaborating with key internal stakeholders including Accounts, Logistics, BDMs, Sales and Marketing Team.
- Organising workflow to meet customer timeframes and advising customers on stock availability.
- Responding to customer inquiries in a timely manner.
- Developing and maintaining the Deliveries Communication Tool and creating reports as needed.
- Proactively looking for continuous improvement opportunities to improve the Customer Experience journey.
About you
- At least 3-5 years’ practical experience in a similar role.
- Previous demonstrated experience working in similar industry (manufacturing or FMCG).
- Possess excellent customer service skills and ability to meet customer demands in a timely manner.
- High level accurate data entry capabilities.
- Process improvement experience.
Skills and Abilities
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- High level of communication (verbal / written) and interpersonal skills
- Demonstrated ability to handle multiple tasks and operate in a fast-paced environment
- Attention to detail, highly organised and a proactive approach
- Ability to use tact, diplomacy and negotiating skills when handling various customers to achieve a positive outcome
- Software system experience NetSuite an advantage
- Intermediate to advanced level in the use of Microsoft Office suite of programs - Word, Excel & Outlook
Our Benefits
- Sense of belonging as soon as you join our family owned and operated business.
- Employee Satisfaction levels far above industry norms.
- Embedded culture that enables our Positive Workplace to thrive.
- Focus on a healthy work/life integration.
- Flexible Work Arrangement opportunities for every employee.
- Employee Wellbeing and Assistance Program for every employee.
- Extensive Training and Development Opportunities.
- Staff discounts on Rockcote products.
If you would like to be part of our dynamic Customer Experience team and work for a Sunshine Coast manufacturer then we want to hear from you!
Only successful applicants will be contacted for an interview.
Rockcote is an equal opportunity employer.
Applicants must be willing to undergo a standard company medical if successful.
