Customer Service Logistics- January 2024 Start

PURPOSE OF JOB:

The Internal Import/Export Customer Service will act as a liaison, provide product/services information and resolve
any emerging problems that clients might face with accuracy and efficiency for product being imported and
exported. The target is to ensure excellent service standards and maintain high customer satisfaction by
responding to Local & Export customers' enquiries and be a conduit for technical assistance within one to two
business days.

JOB RESULT AREAS:
1. Ensure ALL Export Orders collated and sent to the WH for packing within 12/24hrs or receipt
2. Create and administer ALL Export Documentation (Express - AIR/OCEAN) (SLI's for WH, Logistics, Trade
Compliance)
3. Demonstrate urgency by answering Local & Export customer inquiries in an efficient and productive manner to
ensure responses within 1 to 2 business days.
4. Provide "first time" answers to ALL customer inquiries.
5. Strive for continuous improvement through problem identification and resolution.
6. Customer and Distributor satisfaction
7. Maintenance and follow up on distributor agreements.
8. Attend incoming/outgoing mail and office supplies purchases

PRINCIPAL ACTIVITIES/DUTIES:
Take reasonable care of own health and safety and other persons who may be affected by their acts and omissions as
required under OH&S legislation.
1. Order Management on ALL export orders
2. Create and administer ALL Export Documentation (SLI's for WH, Logistics, Trade Compliance)
3. Process and respond to customer enquiries, deductions, requirements, complaints, and other needs in a
professional and courteous manner IE: shipping errors, entry errors, traffic issues (logistics)
4. Provide Customer Service Support by troubleshooting advice to all end users and distributors who request it
on Graco products and standard applications.
5. Creation of Customer BO reports for NZ Sales Team
6. Assist in the management and procurement of products by liasing with production and planning (US Based)
7. Prepare quotations in response to inquiries for pricing and product availability.
8. Make promise date commitments to customers as required and follow through to ensure that commitments
are either met or the customer receives as much advance notice as possible. If backorder delivery cannot be
met then search and offer an alternative/substitute within the technical scope.
9. Coordinate all communications relative to routine quotes, including price information, sales leads, and delivery
time to
10. Directly communicate with end users, distributors, (EXPORT) sales, via phone, Partner Portal (Internally
developed system).
11. Build a reference library containing technical data to expedite the resolution of customer enquiries.
12. Develop and maintain good customer relations to consolidate Graco's market leadership.
13. Document and manage equipment sales leads and ensure they are delegated to the relevant GAU sales
manager for follow up.
14. Engage in a continuing program of learning in order to:
a) Improve and broaden knowledge of products, applications, technology, sales and prices, etc.
b) Acquire knowledge of competitive product line, product information, catalogues, advertising, pricing, etc.
c) Acquire knowledge of customer organization, purchasing, distribution, merchandising, and promotion
programs.
15. Coach and mentor Distributors in the "Graco" equipment, parts and literature order process.
16. Manage ALL EXPORT Customer Service filing - ie - orders, records enquiries and build and improve on
current processes.
17. Assist in management and procurement by liasing with production and planning (US Based)
18. Communicate distributor special requests to shipping.
19. Perform any other responsibilities as directed by supervisor.
20. May support Sales personnel for major Trade shows if required.
21. Maintain invoice files and extract freight invoices for payment

POSITION REQUIREMENTS:

Essential:

• Ability to problem solve using internal tools developed to assist our network
• Flexible work attitude
• PC knowledge and Data entry skills.
• Good command of English.
• Excellent communication, presentation and interpersonal skills.
• Assertive telephone skills
• Good Knowledge of Microsoft Office software ( Word/Excel/PowerPoint)
• Good communication skills and professional and friendly attitude
• Minimum 2 years' experience in a similar position
• Team player and ability to work in a small office environment

Desirable:

• 2-3 in a Customer Service Call Centre
• Distribution experience
• Graco product knowledge
• Related industry experience
• Oracle Order Entry

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.