Head Of Customer Service

Techtronic Industries (TTI) is a global organisation, a world-class leader in quality consumer and professional products marketed to the home improvement and construction industries. The TTI brands like RYOBI, AEG, VAX and many other are recognised worldwide for their deep heritage, superior quality, outstanding performance and compelling innovation.

Through an ongoing company-wide commitment to cordless technology, innovation and strong customer partnerships, TTI consistently delivers exciting new products that enhance customer satisfaction and productivity. We are committed to ensuring our people have a great experience at TTI, so in addition to an exciting and challenging role we also provide:

• Lifestyle: Hybrid working model to support flexibility.
• Personal Development: Access to Linked In Learning and professional development programs.
• Health &Wellbeing: Paid Parental Leave and Employee Assistance Program.
• Discounts &Perks: Generous discounts on company products.
• Social: Recognition programs and social events to celebrate our team's achievements.

As an Order Management Agent, you will provide the utmost professional and prompt friendly service ensuring accurate and timely order fulfillment by processing incoming requests, managing expectations and collaborating with stakeholders to exceed customer expectations.

The successful candidate will demonstrate excellent communication and time management skills, and work as a harmonious team player focusing on the best interest of the company and ensuring that overall organisational objectives are achieved.

What your day-today look like:

• Accurate and timely processing of Orders received via fax, email and ESKER within set KPI's.
• Accurate and timely processing of Orders retrieved from customer portals.
• Learn special order requirements as per current process and procedures for order management.
• Manage order PO errors directly with the customer via pre-determined communication methods.
• Work closely with all stakeholders internal and external to resolve any issues delaying the fulfillment of orders within the order management space.
• Ensure that you adhere to all order management process guidelines.
• Report all customer complaints and service requirements to appropriate personnel in a timely and efficient manner to minimise customer dissatisfaction.
• Meet and exceed KPI's in relation to your department this includes but is not limited to, data accuracy, case management and order management standards.

What you will bring to the role:

• Accurately process orders via various channels within set KPIs.
• Learn and adhere to special order requirements.
• Manage order errors directly with customers using established communication methods.
• Collaborate with stakeholders to resolve order fulfillment issues promptly.
• Ensure compliance with legal and ethical standards in all activities.
• Meet and exceed departmental KPIs while maintaining data accuracy.

If you enjoy working in a fast-paced environment, please APPLY NOW!