Areas of Responsibilities
- Accurately enter customer orders into the company's order management system, ensuring all details are correct and complete.
- Verify order information, including product/SKU codes, quantities, pricing, and shipping details, to prevent errors.
- Monitor order status and work with relevant departments (e.g., warehouse, logistics) to ensure timely fulfillment and delivery.
Customer Service:
- Serve as the primary point of contact for customer inquiries regarding orders, product availability, pricing, and delivery status.
- Provide prompt and courteous responses to customer questions via phone, email, or online chat.
- Handle and resolve customer complaints or issues, escalating to the Customer Service Manager when necessary.
Sales Support:
- Collaborate with the sales team to provide customers with product information, promotional details, and assistance with order placement.
- Assist in processing returns, exchanges, and refunds in accordance with company policies.
- Support sales initiatives by managing out of stocks, part orders, special orders, bulk orders, and customized requests.
Data Management and Reporting:
- Maintain accurate records of customer interactions, orders, and feedback in the company's CRM system.
- Generate and analyze order and customer service reports to identify trends and areas for improvement.
- Provide regular updates to the Customer Service Manager on order processing and customer service metrics.
Process Improvement:
- Identify opportunities to streamline the order entry process to enhance efficiency and accuracy.
- Participate in continuous improvement initiatives aimed at improving customer service operations and overall customer experience.
- Provide feedback on system enhancements or changes needed to better support order entry and customer service functions.
Cross-Functional Collaboration:
- Work closely with the logistics, warehouse, and finance teams to resolve any issues related to order processing, inventory availability, and billing.
- Coordinate with international teams to manage and process orders from different regions and time zones.
- Communicate effectively with other departments to ensure customer needs are met and expectations are exceeded.
Essential Qualifications Knowledge and Skills
- Minimum of 2-4 years of experience in order entry, customer service, or sales support, ideally within the skincare, beauty, or consumer goods industry.
- Experience in a global or multi-regional role is advantageous.
- Strong data entry skills with a high degree of accuracy and attention to detail.
- Excellent verbal and written communication skills, with the ability to interact professionally with customers and internal teams.
- Proficiency in CRM systems, ERP systems, and Microsoft Office Suite.
- Strong organizational and time-management skills, with the ability to prioritize tasks effectively.
- Problem-solving skills and a proactive approach to identifying and addressing issues.
- Customer-centric attitude with a passion for delivering outstanding service.
- Ability to work both independently and as part of a team in a fast-paced environment.
- Adaptability and flexibility to handle changing customer demands and order volumes.
- Commitment to continuous learning and personal development.
Safety Responsibilities
- Cooperate with and implement Jurlique WHS Policy and Procedures in consultation with workers.
- Ensure that workers are trained and have appropriate equipment and supervision to undertake work safely.
- Identify assess and control hazards in the workplace and ensure incidents are reported and investigated in a timely manner.
