Offshore Virtual Assistants, a respected home-based outsourcing company in Australia, requires Order Management & Customer Support for our Sydney-based client, who manufactures and retails high-quality Kayaks and water sport accessories.

Order Management and Customer Service

• Enter order details/ returns/ order changes in System 
• Generates Shipment List, creating invoices, packing orders
• Provide Shipment Confirmation to Customers 
• Notify Customer of Promise Delivery Date with an order acknowledgment and ensure that customer receives their orders on time and shipment commitment targets are met
• Proactively and promptly update the customer of any delays in deliveries – via ticket reply or bulk email to order backlog 
• Coordinate with other teams/support to complete the request of customers and communicate effectively with the warehouse for customer’s delivery date
• Generates and analyses backlog orders and participates in order backlog review meetings to provide feedback on risks to meet the period’s shipment commitments
• Returns and Warranty Claim processing
• LiveChat, Zoho DESK ticketing, AirCall Phone system 

Secondary role – Sales Management

• Many leads come through our website 
• Part of this role will be replying to customer enquiries via live chat, email and phone calls. 
• Managing the sales cycle, answering customer enquiries, checking orders, following up on delivery schedules and post-delivery support
• Process and procedures manual document creation (e.g. documenting any new processes and updating old ones as they are involved)
• You will be supported in this role, but we require  someone with a proven past track record in the call centre or customer service environment

Administration 

• Administration tasks as required to support the expansion of the business

The position offers the opportunity for learning and expanding upon skills and knowledge as well as exposure to the daily management of this fast-growing business.

Qualifications and Type of Person:

• Hybrid type of worker/staff
• An expert in analysing data, and reporting
• Good in problem-solving 
• Can do some hybrid customer service. 
• A person who loves sports and has a keen interest in water sports
• Must be passionate about all things relating to customer service  with creative problem-solving skills,
• Has strong English communication/writing skills,
• hunger to learn with a  positive attitude and sense of humour
• Someone who loves working  as part of a dynamic team and working  independently

Tools and Software:

• Experience updating a Customer Relationship
• Proficient in Excel
• Management system – Zoho preference
• Experience with courier and delivery tracking systems
• Experience working with the Shopify platform and the Dear Inventory tool