Customer Service Consultant

About the role

In this dynamic role, you will serve as the primary operational contact for our national dealer network, managing high-volume inbound inquiries and outbound follow-ups regarding product availability, pricing, quotes, and order status.

You will accurately process customer and fleet.gov orders through SAP, coordinate backorders with warehouse teams, and administer Manufacturer Warranty and Road Hazard Protection claims. Working within our ticketing system, you will deliver fast, reliable resolutions while providing day-to-day operational support to our Sales Team located across Australia.

Additionally, you will drive revenue by identifying upsell and cross-sell opportunities, recommending suitable stock alternatives, and partnering with warehouse and accounts departments to resolve logistics and billing inquiries.

Key responsibilities

• Manage high-volume inbound inquiries and outbound follow-ups regarding product availability, pricing, quotes, and order status
• Accurately process customer and fleet.gov orders through SAP
• Coordinate backorders with warehouse teams
• Administer Manufacturer Warranty and Road Hazard Protection claims
• Deliver fast, reliable resolutions within the ticketing system
• Provide day-to-day operational support to the Sales Team
• Identify upsell and cross-sell opportunities
• Recommend suitable stock alternatives
• Partner with warehouse and accounts departments to resolve logistics and billing inquiries

About you

• At least 2+ years of experience in a high-volume call centre or customer support environment
• Clear verbal communication skills
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Hands-on experience with SAP (particularly SAP Business ByDesign) is strongly preferred
• Experience in the tyre industry is preferred
• Order entry accuracy
• Ability to adhere to prompt response times
• Ability to efficiently manage high call and ticketing volumes
• Strong rapport building with dealers
• Collaborative team-player mindset