Customer Service Representative
- Manage inbound and outbound phone calls, emails, and web enquiries from trade customers.
- Proactively contact potential customers to promote products and follow up on quotes.
- Build and maintain strong relationships with customers, ensuring high levels of service.
As a leader in the civil construction sector for over 29 years, Jaybro is a full-service supplier to infrastructure, construction and maintenance contractors with offices, warehouses and manufacturing facilities across Australia & New Zealand. Jaybro strives to provide its customers with industry-leading service, fast delivery, expert advice and quality products. Jaybro Group is on a mission to make life easier for infrastructure contractors.
Backed by empowered teams with expertise across safety, hardware, fencing, civil consumables, geosynthetics, underground utilities — We’re more than just a service provider. We’re here for you every step of the way.
About the Role
This role will be part of a team dedicate to getting our newly formed Fyshwick Branch up and running. You will work alongside a fun and experienced team to provide expert product knowledge, answer calls, process orders, and resolve customer enquiries. This role focuses on managing inbound enquiries and proactively generating outbound sales across our range of product categories. You will have the opportunity to gain knowledge of our products and the construction industry and make a meaningful contribution to the success of our team.
Responsibilities
- Manage inbound and outbound phone calls, emails, and web enquiries from trade customers and convert sales
- Proactively contact white space - dream list, drop offs, new customers to promote products, campaigns, or offers
- Follow up quotes to closure managed in Salesforce
- Identify opportunities for cross-sell and upsell across product categories (consumables, safety, PFF, traffic, fencing, tools and hardware)
- Process and follow up sale orders and quotes in a timely manner and accurately in the system (SAP)
- Work in collaboration with Trade Sales and Business Development teams to support sales in the region.
- Manage margin, contract pricing, discounting and price increases effectively to ensure GP maintenance.
- Build and maintain strong relationships with customers, ensuring a high level of service and retention
- Ensure customers receive prompt and accurate responses to inquiries as well as resolution to issues or complaints
- Liaise with warehouse and operations teams to ensure timely order fulfilment
- Accurately enter and maintain customer data in CRM/ERP platforms
- Maintain up-to-date knowledge and training of Jaybro’s full product categories, range and processes
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