Customer Service Executive
Bodum Australia Pty Ltd
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Key Responsibilities:
Your position will be that of Customer Service Executive or any other comparable position nominated by Bodum following consultation with you. The position will be on permanent full-time basis. The responsibilities and duties of this position are set out below and currently include:
· First point of contact for new and existing customers for all general enquiries in a positive and professional manner
· Answering phones - taking messages/directing calls
· Resolve customer queries through different channels including phone, email, mail
· Diagnose issues and offer comprehensive solutions to meet the needs of both customers and staff
· Register and monitor all product exchanges and returns efficiently
· Effective and timely communication to support sales teams and back-office functions
· Build cross functional relationships with teams in sales, warehouse & logistics
· Assist in monitoring the progress of orders placed, including EDI orders
· Develop and manage product roadmaps, aligned with business strategy and market opportunities.
· Conduct market and competitor analysis to identify trends and gaps in the market.
· Support the maintenance of our and retail partners eCommerce sites, ensuring imagery, descriptions and content are accurate.
· Support sales team with product submissions and presentations.
· Lead the planning, content development, and production of the yearly product catalogue for both countries.
· Draft and maintain product pricelists, ensuring accuracy, profitability, and timely implementation into business software systems.
· Plan, organise, and execute trade shows and consumer expos, from stand design and logistics to product presentation and follow-up.
· Create and maintain Electronic Data Interchanges (EDI’s) to support key customers. Coordinate and develop engaging customer newsletters to drive awareness and sales.
· Execute the yearly promotional plan, including scheduling and coordinating monthly promotions.
· Act as the “voice of the consumer” in all product-related discussions.