Order Management Officer
Consumer & Customer Care
Full Time
Casula, New South Wales
2021-06-01

Your Role

 

The Customer Care Centre/Order management is responsible for delivering outstanding consumer and Customer experiences that are effortless and delightful. A Customer Contact Centre Officer plays a key role as the first point of contact for Electrolux Home Products consumers and customers.

 

A Typical Day

 

Working within the Customer Care Centre is a fast paced and dynamic role, with a number of teams working together to provide our consumers and customers with outstanding experiences. While the focus of each team may differ (as outlined in the Customer Care Centre Capability Framework) every Customer Contact Centre Officer may expect to be responsible for and/or involved in the following on a typical day;

 

·       Managing consumer and customer enquiries by telephone or electronically

·       Providing prompt responses and resolutions to customer enquiries ensuring an effortless and delightful experience

·       Handling and resolution of consumer and customer complaints from initial contact to finalisation

·       Obtaining and evaluating all relevant information to handle enquiries and complaints

·       Processing sales orders, forms, applications and requests

·       Seeking assistance and / or escalation to the appropriate designate when required to enable the resolution of issues

·       Following designated processes and procedures to complete workflow tasks using a range of systems

·       Maintaining accurate records of customer interactions and transactions

·       Recording relevant details of enquiries, comments and complaints

·       Liaising with internal customers, partners, including distribution, factory, service, parts and field team members to delivery outstanding consumer experiences

·       Efficient use of CRM and ERP systems

·       Attending and participating in product, systems and site training as required.

·       Working to a roster to meet the evolving business demands of a 7 day National Customer Care Centre

·       Understanding relevant sectors of the Trade Practices Act, Consumer legislation and WHS Legislation

 

Who You Are

 

·       Customer Focused - You understand and empathise with people and can apply your people and problem solving skills to reassuring customers

·       A team player - You nurture and develop the relationships that implement innovation

·       Growth focused - You love to explore new ideas and drive continuous improvement, not only to do your best work but to develop your capabilities and acquire new skills

·       Energetic - Your enthusiasm is infectious and inspires and engages your colleagues and collaborators to achieve, deliver, be accountable and own their work. You’ll also have the stamina essential to delivering results in both the short and long term

·       A self-starter - You can work autonomously but will never be on your own, working proactively to identify the opportunities and implement the plan

·       Results-driven - You aim to fix any issue the first time, following up as needed to reach a resolution that satisfies the customer

·       Organised - You set the pace and the priorities, and then you bring a methodical approach to meeting your goals

·       A problem-solver - You see challenge as opportunity

·       Focused - You appreciate & understand process and (project) goals

·       Flexible - You can manage changing priorities with ease

 

·       Experience

o   Essential - Customer service

o   Advantageous – JDE Edwards system experience

Apply now

We encourage you to apply as soon as possible as candidates will be interviewed continuously. The position may be filled prior to the date described as 'Apply by'