Job title: Customer Service Representative Peak Scientific AUS
Reports to: The General Manager of Peak Oceania & daily reporting to the Senior Territory Manager
Business Unit: Sales
Location: Port Melbourne, Australia.
About Us: Peak Scientific Instruments, a fast–growing company specialising in the manufacture of laboratory gas generators for the life science and biomedical market is an award-winning company, with our head office based in Scotland, by Glasgow Airport and have a very strong reputation in the marketplace. Our current turnover is £60M, with plans to grow significantly over the next few years. We export 90% of our sales to approximately 126 countries and have a number of global offices including USA, China, South Africa, India, Brazil, Singapore, Mexico and Australia.
THE AUSTRALIA COMPANY: Peak Scientific Instruments (Pty) have been in operation since 2008 with the Head Office in Port Melbourne, Victoria. We are responsible for sales, marketing and servicing of all of Peak’s products in Australia. We have an outstanding reputation for fast and efficient service to our client base throughout the region.
Job Purpose:
The position holder will be responsible for: facilitating everyday service plan and parts sales, data input and export, quotations and logistics of local sales, customer follow up, ordering marketing items and general administration tasks to ensure total customer service support and satisfaction. Key objective of the role includes achievement of service plan targets and upkeep of service opportunities by self-driven data management.
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Main Job functions
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Identify new service opportunities by constant communication with OEM’s, 3PP and end-users.
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Renew current customer service plans
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Record all data including enquiries, warranty registrations, leads and opportunities, new and renewal services in Peaks global reporting system.
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Increase customer and supplier education, engagement and relationship management thorough-out new and existing accounts.
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Respond to all enquiries in a timely and supportive manner (same day as receipt of enquiry).
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Actively identify new sales leads by phone, email and educational e-market targeting.
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Prepare company and customer trade, account and tender forms
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Arrange delivery, specifications and warranty registrations.
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Notify customer of site requirements, manage delivery schedule and regularly update to assure customer satisfaction
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Update and escalate any customer delays or complaints
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Ensure customers are provided with accurate and timely formal quotations with correct Terms and Conditions of sale and support.
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Organize trade & marketing items and events including paperwork, logistics, brochures and requirements.
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Extract and prepare reports required of the business
B. Key Tasks:
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Identify and profile clients and their service requirements
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Qualify new service opportunities by explaining products and services
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Manage opportunity pipeline and quotation based on on-time service requirements
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Organize and manage large volumes of calls, emails & video calls/ meetings.
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Update customers with delivery, installation and maintenance requirements.
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Input data including and not limited to site survey, request forms, accounting, tender documents, commissioning / installation data into CRM
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Draft, proof and provide customers terms and conditions, document, supplier, customer contracts, tenders, rental agreements, educational sales presentations.
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Input, cleanse and update all customer data in Peak’s CRM - SAP
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Extract data from Peak’s ERP/ local intel to installation base, formulate tables, graphs, reports and presentation
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Communicate information and documents to customer, business partners, administration, delivery, procurement and maintenance teams
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Support administration tasks for the TM’s and GM.
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Prepare supportive material for proposals, meetings and conferences.
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Book sales calls/ presentations/ meetings/ webinars
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Update sales team of trends, new markets and opportunities identified
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Forecast product and parts requirements based on opportunity analysis on a fortnightly basis.
Skills Required:
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Written and verbal English
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Use of computing, typing, spreadsheets, Internet search engines, data bases and general tasks: printing/ organising/ labelling.
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Drive to self-succeed and support customer success.
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Optimistic approach to customer engagement
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Strong customer focus and desire to improve knowledge and customer outcomes
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Supportive and forward thinker: ability to identify bridging tasks to support and improve the team and customer outcomes
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Excellent inter-personal skills: able to develop relationships and adapt to different cultures, personalities, environments and departments.
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Display a can –do attitude.
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Well- developed listening, influencing, networking, organisational and interpersonal skills
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Clear communication skills: including presentations, written and verbal.
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Proven track record in multi-tasking and time management
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Set objective with the ability to execute and complete tasks assigned
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Self-starter: able to work with minimum direction or supervision.
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Vision: able to look well ahead, consider future opportunities and problems.
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Continuously strive to improve knowledge base and keep up to date.
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Enthusiasm: Ensure a zest for the job- has a positive, eager, energetic and responsive attitude.
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Ability to Work Under Pressure at a fast pace
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Able to overcome objections, have proven persuasion skills and problem-solving skills
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Work collaboratively: driven to work with supplier, colleagues and customers towards solutions that work for all.
Desired skills:
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Previous experience in sales support and administration eg: sales with a scientific / medical/ industrial company.
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Use of and ERP system such as SAP/ SalesForce / Oracle
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Microsoft 365: Word, Excel, PowerPoint, SharePoint, Teams
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Excellent written and verbal English
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Desire to help and support a team and clients
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Understanding of general business requirements
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Resilience
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Knowledge of the scientific sector, knowledge of gas requiring products and applications – desired not essential.
Peak Scientific is an equal opportunity employer and values diversity at our company. We give consideration for employment without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected classification.
The company is offering a competitive package and opportunities to develop within an expanding multinational company. We respect our colleagues, customers and suppliers and we offer freedom to act, to challenge the status quo but to also take responsibility.
If you think you have what it takes to be part of Peak, make the move today and click APPLY!