Customer Care Coordinator

Who is the Compendium Group?

The Compendium Group is made up of a Distribution Company based in Australia and New Zealand that works with International Brands that are innovative, ethical, and global leaders in their channels across the Outdoor, Surf, Sport, Active Lifestyle and Boutique categories. Current brands include Hydro Flask, OOFOS, Cotopaxi, Rumpl, Nocs Provisions and Allbirds in Australia and New Zealand.

We have a proven track record in building long-standing partnerships to act as the brand's custodians outside of their home market. These partnerships are carefully selected based on having a clear cause and a point of difference within their market sector. We offer an outstanding consumer-centric digital, retail & wholesale solution to position our partner brands at the heart of each distribution opportunity across Australasia.

The group is seeking a Customer Service Coordinator to deliver our customer service function across all our brands distributed in Australia & New Zealand. The ideal candidate will have a proven track record in customer service, with the ability to deal with customers effectively and work with multiple teams across the business as required to ensure we deliver the best customer experience possible.

Role Requirements:

• Positive + enthusiastic attitude
• Enjoys being part of a small team
• Enjoys a fast-paced work environment
• The ability to multitask and pivot across multiple brands and support channels
• Ability to identify areas of improvement, understanding the impact of technology on efficiency, and looking to eliminate repetition by seeking ways to automate processes
• Works with initiative and motivated to deliver best results possible for customer and business
• Keen eye for detail and ability to work to a consistently high level of accuracy
• Excellent written skills – will be interacting with NZ/AUS customers through email
• Demonstrates a commitment to developing knowledge in sustainable and socially responsible business practices, including familiarity with B-Corp brands.
• Understanding of Customer Service and necessary rapport with customers (B2B and B2C)
• Efficient use of Microsoft Office

Key Responsibilities:

B2C & B2B Customer Care - ALL Brands

• Support Sales Agents in NZ & AUS with inputting orders and setting up new accounts in systems
• Assist in managing the stock holding, ordering and product loading where required
• Contribute to maintaining our reputation as a fair, kind and efficient customer service team
• Resolve customer complaints via email and/or social media, and phone when required
• Work with Digital Marketing Team on enhancing the customer care experience online
• Add value for customers by establishing relationships and trust through every customer interaction
• Promote a thorough and up-to-date knowledge of products to become a Brand Expert
• Work with our logistics partners and various other third-party partners in AUS and NZ to process and resolve customer returns, exchanges, and carrier claim requests.

Customer Service

• Support Sales Agents in NZ & AUS with inputting orders and setting up new accounts in systems
• Assist in managing the stock holding, ordering and product loading where required
• Work closely with our 3rd party logistics teams in NZ and AUS
• Resolve customer complaints via phone, email and/or social media
• Assistance with e-commerce website upkeep
• General Admin daily tasks

Essential Duties and Responsibilities include the following:

• Connect, service and build relationships with customers across multiple channels of communication: phone, email and social media
• Add value for customers by establishing relationships and trust through every customer interaction
• Promote a thorough and up-to-date knowledge of products to become a Brand Expert
• Work with our logistics partners and various other third-party partners to process and resolve customer returns, exchanges, and carrier claim requests.
• Own the customer service experience and always ensure a positive consumer resolution
• Demonstrate all the pillars of excellent customer services (outlined below)

Pillars of Excellent Customer Service:

• Work with Initiative
• Being Accessible
• Consistently Respond in a Timely Manner
• Listen to What Your Customers Have to Say
• Treat Your Customers with Respect
• Never Argue With Your Customers
• Honour your Commitments
• Do What you Say
• Focus on Customer Relationships
• Admit when You’ve made a Mistake