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Form of workWith your experience in wholesale coordination, you will provide end-to-end support for the transactional requirements of our CX Team across Wholesale and Digital accounts, ensuring our customers, both internal and external have a seamless experience.
Known internally as a Wholesale Customer Experience Coordinator, this role has the option for part-time or full-time and our ideal candidate will be detail-oriented, customer-focused and dedicated to solving customer problems. You will be the first point of contact for internal and external customers for wholesale accounts and will be the first level escalation for issue resolution of our offshore team.
Like sport, we move quickly, your flexibility and excellent time management skills will be crucial to be able to adapt to ad hoc requests, urgent customer inquiries, and other unexpected challenges all while providing outstanding service and maintaining strong customer relationships.
Your typical week will involve:
- Responding to and resolving customer inquiries and providing exceptional customer service via all communication channels including Zendesk, Email, Phone and Socials/Chat in a timely manner
- Providing support to our offshore team (including but not limited to training and assistance solving customer queries)
- Processing order fulfilment, order confirmation, adjustments and cancellations across wholesale and digital channels
- Providing support and regularly communicating with internal stakeholders, including sales team on order book management (including but not limited to PO submissions, reflowing, reporting)
- Coordinating with the Operations Manager and Warehouse Team to ensure timely order dispatch and delivery ETA's
- Running weekly reports outlining team performance
- Proactively identifying trends in customer feedback and sharing insights to the CX Manager
- Collaborating with internal teams to relay essential feedback, resolve any issues and continuously improve the Customer Experience for our customers
- Participating and contributing in team meetings to discuss ongoing projects, opportunities and customer engagement
To be successful you will have:
- A commitment to providing exceptional customer service
- 2-3 years in a similar Customer Experience role with a wholesale or operations focus
- Experience using an ERP system is a must (experience with AP21 highly regarded)
- Demonstrated experience with EDI processing (highly regarded)
- Strong Excel and data reporting skills (desired)
- Experience working towards critical deadlines
- Excellent communication skills and strong attention to detail
- A solutions driven mindset and an ability to think quickly
- A team player mentality, who thrives in a collaborative and high-energy environment
- Experience in apparel is a bonus (not essential)
About Us
Established over 10 years ago, Nick Auditore Represents (NAR) has quickly become the partner of choice for American and domestic Sports Apparel brands for the Australia & New Zealand market. From the stadiums to the street, we create products for every fan to wear them their way.
The exciting brands and leagues that we represent with include Major League Baseball (MLB), National Basketball Association (NBA), National Football League (NFL), National Hockey League (NHL), National Collegiate Athletics Association (NCAA), National Rugby League (NRL), Australian Football League (AFL), Federation International Football Association (FIFA), FFA and Football Australia (FA).
What we offer?
- Competitive bonus scheme
- Generous staff allowance and family & friends discount
- Paid Parental Leave
- Hybrid – 1 day WFH
- A fantastic, hardworking, and fun work culture
- Excellent Learning & Development opportunities to keep you on your game.
- Epic company and social events throughout the year to live and breathe the power of the leagues!
If you are ready to take your A-game customer service skills up a notch and build strong relationships with internal and external customers then look no further! To join our league of champions, submit your resume via the link and tell us why you’re the MVP we need.
If would like to chat more about the opportunity, please get in touch with our P&C team at ***********@narepresents.com.
