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Customer Service Representative - Melbourne

Sales Representative
Ref: 656 Date Posted: Wednesday 12 Jan 2022
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Job: Customer Service Representative
Location: Port Melbourne, Australia.
Job type: Permanent
Reports to: The General Manager of Peak Oceania & daily reporting to the Senior Territory Manager
Business Unit: Sales
THE COMPANY: Peak Scientific is a global leader in developing innovative gas generation solutions for analytical laboratories in a wide variety of industries including life sciences, biomedical, pharma, petrochemical and environmental. We are 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 over £80M, with plans to grow significantly over the next few years. We export 90% of our sales to approximately 126 countries and have 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.
THE ROLE: The position holder will be responsible for: facilitating everyday generator, service plan and parts sales, customer data input and export, quotations and arranging inbound/ out bound logistics of stock, B2B and B2C quotation, delivery follow up, ordering marketing items, prepare meetings, facilitate invoicing and general administration tasks to ensure total customer service support and satisfaction. Supporting the team will be essential to ensure sales targets are met and exceeded. Key objective of the role includes contributing to achieving sales plan targets, customer satisfaction and upkeep of service opportunities by self-driven customer outreach and data management. 
Main work functions
  • Identify new sales opportunities, increase customer engagement, education and relationship management by constant communication (regular meetings, calls, video calls, presentations and email updates) with OEM’s, 3PP, distributors and end-users thorough-out new and existing accounts.
  • Record and report all data including enquiries, warranty registrations, leads and opportunities in Peak’s ERP and software.
  • Ensure customers are provided with accurate, same day responses to all enquiries and quotations in a supportive, educational manner, with correct Terms and Conditions of sale and support.
  • Actively identify new sales leads by phone, email, constant discussion with field staff and educational electronic and social media market targeting.
  • Prepare company and customer trade, account, tender forms and paperwork.
  • Email customer site preparation, data sheets, safety information, installation, user manuals, servicing advice and related Peak documentation.
  • End-to-end order purchasing: Process purchase orders, order and organise stock/ parts, schedule delivery and update customer on an asap basis, regularly update customer and internal staff for installation to assure customer satisfaction, invoice according to clients credit terms. Follow up after installation to offer ongoing support.
  • Update and escalate any customer delays or complaints
  • Organise trade, meetings & marketing items and events including paperwork, logistics, brochures, equipment and requirements.
  • Weekly meetings with colleagues, extract and prepare reports required of the business.
  • Keep stock to minimum-maximum set levels and customer expected lead times.
  • Holistic view to team support between and in departments.
  • Previous experience in sales including telemarketing, technical sales, sales support and administration eg: sales with a scientific / medical / industrial company.
  • Scientific/ STEM education/ knowledge
  • Use of an ERP system such as SAP/ SalesForce / Oracle
  • Microsoft 365: Word, Excel, PowerPoint, SharePoint, Teams
  • Excellent written and verbal English
  • Desire to help and support a team and clients
  • Understanding of general business requirements
  • Resilience
  • Knowledge of the scientific sector, knowledge of gas requiring products and applications – desired not essential.
Skills Required:
  • Drive to self-succeed and support customer success
  • Proven track record in multi-tasking and time management
  • Good written and verbal English
  • Use of computing, typing, spreadsheets, Internet search engines, data bases and organising data.
  • Optimistic, positive approach to customer engagement and relationships
  • Strong customer focus and desire to improve knowledge and customer outcomes
  • Supportive and forward thinker: ability to identify bridging tasks to support and improve the team and customer outcomes and increase productivity.
  • Excellent inter-personal skills: able to develop relationships and adapt to different cultures, personalities, environments, and departments.
  • Display a can –do positive attitude to learning and processes.
  • Well- developed listening, influencing, networking, organisational and interpersonal skills
  • Clear communication skills: including presentations, written and verbal.
  • Set objective with the ability to execute and complete tasks assigned
  • Self-starter: able to work with minimum direction or supervision.
  • Vision: able to look well ahead, consider future opportunities and problems.
  • Continuously strive to improve knowledge base and keep up to date.
  • Enthusiasm: Ensure a zest for the job- has a positive, eager, energetic, and responsive attitude to customers, colleagues and tasks.
  • Ability to Work at a fast pace with general rapid recall
  • Able to overcome objections, have proven persuasion skills and problem-solving skills
  • Work collaboratively: driven to work with supplier, colleagues and customers towards solutions that work for all.
  • Organized: able to multi-task sales/ service/ logistics/ invoicing of multiple accounts.
Those with valid rights to work in Australia need only apply.
At Peak we target individuals who fit our culture and values. The atmosphere is fun, friendly but with a high degree of professionalism and a non- corporate feel. We respect our colleagues, customers and suppliers and we offer freedom to act, to challenge the status quo but to also take responsibility. Our environment is dynamic, with real energy, presenting great opportunities for personal and professional growth for the right candidate.
If you have what it takes to be part of Peak, make the move today and click APPLY!
Peak Scientific is an equal opportunity employer and values diversity at our company. We welcome applications from all qualified individuals regardless of their religion and beliefs, race, sexual orientation, age, gender identity, disability or any other protected classification.
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