ABOUT THE ROLE
The Customer Support Administrator plays a crucial role in achieving our purpose.
They strive to deliver exceptional service and hospitality to our Australian customers, suppliers and friends, as well as supporting and enabling our team to do the same by running efficient administrative systems and processes.
The person in this role provides a main point of contact for our Australian customers, suppliers, and future customers. They work as part of a team to manage incoming orders and enquiries, and for ensuring the smooth operation of the administrative functions of Coffee Supreme Australia.
They also play an important role locally in Sydney, ensuring that our space is maintained and organised. Our office should be warm and inviting for both staff and visitors, and stocked with all the necessary supplies to be able to run smoothly and efficiently..
Some of the main duties include:
1. Deliver an exceptional level of service and hospitality to all callers and visitors to Coffee Supreme, which is in line with our core values, philosophy and policies of the company.
2. Receive and respond to inbound enquiries within the timeframe expectations set, liaising with various people and departments.
3. Manage customer orders, ensuring they are received and entered into the system on time each week, meeting fulfilment deadlines.
4. Setup and maintain customer accounts in our system.
5. Liaise with couriers and the fulfilment team regarding orders and delivery issues, keeping the customer informed, and organising interim solutions if necessary.
6. Team admin support - this could include completing credit card reconciliations, booking technical and/or training jobs etc.
7. Accounts receivable management - invoicing, statements, setting up direct debits, allocating customer payments and debtor management.
8. Local office management - organise weekly fruit and other supplies for the Sydney office, ensuring the office is kept stocked with all the necessary items, and maintaining high standards or presentation, care and upkeep in our office areas.
9. Participating in organising social gatherings for the team.
ABOUT THE PERSON
To be successful in the role, your people skills will need to be on point! Our customers work in a high stress environment - so you'll need to understand this and maintain a positive solutions focussed approach, providing confidence that we are working swiftly to solve any issues. Maintaining a calm and empathetic manner is super important.
Attention to detail and a good memory is also a must - we have a wide product range, and each customer is different, so being able to recall information about our customers and the products they use is essential. Our customers rely on us to get them their orders accurately and on time so that they can run their own businesses smoothly and efficiently.
We're a small team and we all muck in to help each other whenever needed (eg jumping in to help despatch, popping out to drop things off) - so being a team player is a non-negotiable.
If you love helping people, love the coffee industry, and loved keeping things organised, then this is a great role for you!
Key skills and capabilities include:
10. Excellent customer service ethic with a solutions focussed approach
11. Strong people skills and ability to show empathy
12. Ability to read people and situations and respond accordingly in the moment
13. Have strong written and verbal communication skills
14. Strong attention to detail
15. Computer savvy and confident with using a variety of programs and applications
16. Ordermentum and Windows Business Central experience advantageous
17. Asset and Equipment management experience advantageous
18. General admin skills and experience
19. Tidy and organised with a focus on systems and processes
20. Experience in accounts receivable an advantage
Our Sydney team are an incredible bunch, and our customers are first rate, so it's really important to us to find the right person with a positive outlook, a team focused approach, and who lives our values:
21. Be courageous, curious and creative
22. Nurture Supreme Relationships
23. Embrace an owner's mindset
24. We take our coffee seriously, not ourselves
EXTRA DETAILS
This is a full time role based in Prestons, Sydney. The ordinary hours usually fall between 7.00am and 5.00pm Monday to Friday.