Customer service coordinator - Melbourne
MAAP was established in 2014 with the mission to inspire cyclists to go further, on their terms. We achieve our mission by supplying high-desire performance products to the new breed of riders, who are redefining the sport globally and never looking back. MAAP has an unwavering commitment to providing exceptional customer service to current, new and potential customers throughout the entire company. About the role Have a passion for cycling? MAAP is expanding its customer service team, and we’re looking for a Customer Service Coordinator with a genuine passion for cycling and cycling apparel. You will be an integral part of the Customer Service Team, under the guidance of our Customer Service Manager, you will responsible for delivering on customer service activities which support the sale of MAAP merchandise direct to online and retail customers and our wholesale retailers.
Though every day is different, your role will look like a mixture of the below:
Customer Services & Personalised Customer Experiences:
Contact Channels: Be active in multiple contact channels (social, live chat, phone, email) and identify opportunities to enhance customer services.
Services: Effectthe end-to-end customer enquiry and resolution process across warranties, returns, product information requests, order changes/ cancellations, crash replacement warranties, stock requests etc.
Brand Experience: Deliver consistent brand experience and tone of voice across all customer communications.
Personalised Service: Delivery a customised customer service experience for both B2B and B2C customers, supporting the eCommerce, retail and wholesale channels.
Internal Collaboration: Work closely with the Sales, Operations and eComm departments to ensure that orders are processed, customer queries are actioned and customer experience is maximised.
Culture: Champion, and lead by example, the vision, values, principles and practices of promoting a productive, creative and inclusive organisation culture.
High Performance: Participate in a high performance team culture, providing exceptional service and experiences to every customer, however they choose to get in contact.
Training & Development: Participate in training programs to ensure all team members have customer service, software and internal process knowledge.
A few things that you’ve likely done in previous and current roles:
Customer service experience in an eCommerce or Retail environment is essential
2 years of experience working for, or with FMCG organisations, Apparel, Consumer Goods, Retail or e-Commerce
Zendesk and E-Commerce platform (Shopify Plus) experience highly regarded
A sound understanding of supply chain operations, particularly manufacturing and warehousing operations and the challenges that may arise in that environment
Demonstrates superior oral and written communication skills in English, second language knowledge is a bonus
Demonstrates the ability to successfully participate in an inclusive, team focussed and accountable workplace
Must have an intimate knowledge of cycling culture and cycling apparel and accessory products
If you have had at least 2 years of experience in retail, customer service, e-commerce or sales admin support role and are energised by a fast-paced and dynamic work environment, we’d like to hear from you.