Senior Customer Service Representative

Summary about this job

Detail information about job Senior Customer Service Representative. Terms and conditions vacancy

• Immediate start
• Be part of a fantastic team
• Leading global supplier of integral lighting solutions

Zumtobel Group (brands: Thorn Lighting, Zumtobel Lighting & Tridonic) is a highly recognised, global brand for professional indoor, outdoor lighting and electrical components and we are currently seeking Senior Customer Service Representative to join our Auckland based team.

The successful candidate will take ownership and manage our technical, quality helpdesk system and will ensure proactive response to internal and external customers, following up in regard to outstanding issues. Using their outstanding communication skills, he/she will provide suitable technical lighting advice on our product range and offer the best possible solution to remedy product issues in a timely manner.

Your key responsibilities will include:

• Manages and leads the total process of customer product defect, quality enquiries, product returns and credits
• Takes enquiries from customers, understands the issue, makes decisions within guidelines and actions the return/credit or claim
• Be prepared for a “hands on approach” in order to fully understand customer and technical issues
• Coordinate with the Quality Assurance System Management to ensure accreditation is maintained
• Identify trends in the company’s quality performance, determine and suggest improvement opportunities with relevant stakeholders
• Proactively promote and implement preventive and corrective strategies

• Deal with customer queries in a professional, courteous and effective manner

• Communicate effectively with customers, manufacturing and logistics, sales team and other Zumtobel Group personnel

• Proactively gain the support and buy-in of internal and external customers through extensive sales support, attention to detail, product and order information as well as follow though
• Answer customer enquiries relating to order status, stock availability, prices, customer complaints and any general enquiries
• Follow up as required with the customer and internal stakeholders
• Convert quotations to customer orders in ATLAS in a timely manner (ideally same day)
• Ensure accuracy of quotation and maximise profitable business for the company
• Liaise with external salespeople on project updates and market feedback
• Learn and understand existing and new products released by the group
• Take self-responsibility in maintaining excellent levels of technical and product knowledge of a sufficient level to perform the role well
• Ensure absolute adherence to company’s policies and procedures relating to quality, environment and safety

In order to be successful in this role you need:

• Outstanding customer service focus with a view of delighting external and internal customers
• Demonstrated ability to grasp technical aspects is critical
• High level or organizational skills, numeracy, accuracy and detail focus
• Proven ability to work independently Ideally two years’ experience in a similar role B2B role;
• Understands the value and has worked within a process driven environment
• Ability to work under time constraints and in a multi-tasks environment
• Intermediate to advanced skills on MS Office Application, especially excel
• Bright and friendly manner with strong team dynamic.

This position will suit someone coming from an internal sales role who is ready to take the next step in external sales.

In return for your services, Zumtobel Group offers on-going training and development, the opportunity for career progression and a supportive team environment coupled with an attractive remuneration package for the successful candidate.

• To apply for this position please forward your resume and cover letter to Michael Gibbons, Commercial Manager by clicking on the 'Apply Now' button below.