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Customer Service Representative - Melbourne

Sales Representative
Ref: 751 Date Posted: Wednesday 28 Sep 2022
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Peak Scientific

Customer Service Representative

Oceania: Australia

Job title: Customer Service Representative Peak Scientific AUS

Reports to: The general manager of Peak Oceania & daily reporting to the Senior Territory Manager

Location: Port Melbourne, Australia.

Job Purpose:

This important role in our team will be responsible for service quotations, customer follow up, data entry 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 and positive interest in customer relationship upkeep.

MAIN JOB FUNCTIONS:

  • Service sales including calls, quotations and follow up for new business, renewals, paid service & parts
  • Work heavily with the Peak CRM system: Customer data entry, leads, opportunities, quotations to assure service and customer satisfaction
  • Identify new service opportunities by constant communication with OEM’s, re-sellers and end-users.  
  • Renew current customer service requirements 
  • Record all data including enquiries, warranty registrations, leads and opportunities, new and renewal services in Peaks global reporting system.  
  • Respond to all enquiries in a timely, educational, collaborative and supportive manner (same day as receipt of enquiry). 
  • Prepare company and customer trade, account and tender quotes and forms 
  • Assist in arranging logistics of kits and spares collection from the warehouse
  • Register warranty registrations and educate on service requirements  
  • Update and escalate any customer delays or complaints 
  • Ensure customers are provided with accurate and timely formal quotations with correct Terms and Conditions

KEY TASKS:

  • Generate service quotations and follow up
  • Call and email customers to educate on [Peak Protected] portfolio to grow service sales
  • Assist administrative duties (eg: Input / update customer details into CRM, Warranty registrations, send contract/ service report to the customer).
  • Identify and profile clients and their service requirements
  • Qualify new service opportunities by explaining products and services
  • Manage opportunity pipeline and quotation based on on-time service requirements
  • Organise and manage large volumes of calls, emails & video calls/ meetings.
  • Update customers with service and maintenance requirements.
  • Input data including and not limited to site survey, request forms, accounting, tender documents, commissioning / installation data into CRM
  • Draft, proof and provide customers terms and conditions, document, supplier, customer contracts and  tender forms.
  • Input, cleanse and update all customer data in Peak’s CRM.
  • Extract and use data from Peak’s ERP/ local intel to notify customers of their upcoming service requirements
  • Book service sales calls/ meetings/ video calls.
  • Update team of any leads, trends, new markets and opportunities identified
  • Forecast service requirements based on opportunity analysis and customer engagement on a fortnightly basis.

SKILLS:

  • Enjoys customer interaction by phone
  • Self-driven and motivated: ability to work with minimal supervision during busy and lag periods.
  • Good organizational and planning skills.
  • Good communication and interpersonal skills
  • Ability to work well and fast with Microsoft office suite including: Word, Excel, SAP, Outlook, teams and sharepoint
  • Written and verbal English
  • Use of computing, typing, spreadsheets, Internet search engines, data bases and general tasks: printing/ organising/ labelling.
  • Positive approach to customer engagement
  • 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
  • Excellent inter-personal skills: able to develop relationships and adapt to different cultures, personalities, environments and departments.
  • Display a can –do attitude.
  • Well- developed listening, influencing, networking, organisational and interpersonal skills
  • Clear communication skills: including presentations, written and verbal.
  • Proven track record in multi-tasking and time management
  • 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 work- have a positive, eager, energetic and responsive attitude.
  • 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.

MEASUREMENT

  • Meeting service budget: Service quotations converted to invoiced sales 
  • On time service renewals and service plan conversion percentage
  • Customer engagement: number of calls/ emails and quote per week. Every enquiry met within 24 hours.

 

 

  • 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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