Customer Service Team Member

Aqipa Australia is a dynamic, value-added distribution business focussed on developing the very best premium lifestyle brands in the world. Aqipa Australia operates in Oceania, including New Zealand.

At Aqipa we take pride in adding value to our customers, our people and our partners. We live to build premium lifestyle brands by delivering trusted services, quality solutions and enhanced brand value.

We deliver value to our partners and customers through Sales, Marketing, Merchandising, Representation, Customer Support, Warehousing and Logistics.

Our Values:

• We put people at the heart of every decision
• We take ownership and act with integrity
• We embrace change for a better tomorrow
• We are a team on a mission.

Our Brands:

We play in the Consumer Electronics and Lifestyle Gear segments and represent some of the best brands in the world including Adidas, Blendjet, Braun Audio, Devialet, LARQ, Marshall, Pure Radio and more!

Our Customers:

We serve a wide-array of local and international business customers including JB Hi-Fi, Harvey Norman, The Good Guys, David Jones, Myer, Amazon and many more.

Our Customer Service Team are the face of our business, our brands and the first point of contact in most interactions. The team are critical to ensuring we provide the best service and value to our customers, and are responsible for ensuring a professional and seamless customer experience.

Our Customer Service Team Members strive to improve our customer experience, our value offerings, and to reduce friction across all points of contact. We support business customers, end-consumers and internal stakeholders through our effective communication, diligent coordination and efficient actions.

Responsibilities:

• Coordinate with internal and external stakeholders to ensure the best possible end-to-end customer experience. 
• Building and maintaining strong trusting relationships with customers and stakeholders.
• Provide first point assistance and resolution of customer contacts via phone, email and web-based channels ensuring the timely resolution of all customer queries and support requests. 
• Diligent follow up of all customer queries, tasks, and support. You thrive on delivering a great experience by resolving queries and support requests in an efficient and professional manner.
• Create and manage customer sales orders in the SAP ERP system, including EDI, direct entry and return order types. You have an eye for detail and ensure accuracy.
• Enter and maintain customer data in the SAP ERP system, including customer contact information, payment terms, hierarchy setup, partner functions and other master data.
• General office support and administration including managing office service providers.
• Greeting customers and other stakeholders in the moments they arrive and leave our premises.
• Creation and distribution of various reports for internal and external stakeholders.  You're a natural communicator.

Personal Qualities:

• You take pride in providing the best possible customer experience in all interactions. You put this to practice by understanding the needs of your customers and stakeholders, communicating effectively, and coordinating with various internal and external stakeholders to see things through to completion.
• You are detail oriented and have the ability to see the bigger picture. You live this daily by ensuring accuracy of communications, master data, orders and support requests. You set and manage expectations with your communication and collaboration.
• You thrive in a team environment, collaborating and coordinating with stakeholders and customers comes naturally.
• You take initiative and start with the end in mind. You practice this by seeing through what's on the surface, thinking through what comes next and ensuring your actions drive a seamless customer experience.
• You're in it for the long-haul. You're seeking a career and not a day job, you want to learn, develop and grow with the team.
• You're a glass half-full kind of person, you bring positivity and passion to the workplace.

Qualifications & Experience:

• Minimum 2 years experience in Customer Service/Internal Sales roles within a B2B or B2C organisation (required)
• Minimum 1 years experience using SAP to process sales orders and manage customer master data (highly preferred)
• Experience working in a wholesale or service based B2B organisation will be highly regarded
• Tertiary qualification in Business, Marketing or Commerce (preferred)

• The opportunity to make a real difference and grow with our business
• Great culture that is diverse, inclusive and supportive
• Great Team Member discount program
• Flexible working hours (within the needs of the position)
• Remote working capability (within the needs of the position)*
• Personal and professional development across a variety of disciplines
• Opportunities to gain experience across multiple departments and functions

*Please note this position is based in Dandenong South, VIC.