Employer	Shriro
Location	Sydney
Position	Casio Sales and Support Officer / Casio Sales & Claims Representative
Apply	Seek

About the two roles, yes we have two positions available now!

We seek two passionate customer service professionals who are looking for a short term assignment for 6 months. Continue reading should this opportunity is of interest ……….

As a Sales and Support Officer or a Sales & Claims Representative for our Casio brand portfolio, you will be responsible for delivering an exceptional sales experience to our customers in a timely manner within the procedural requirements of our business.

This role ensures the customer experience journey from start to finish is legendary, by providing the highest level of support to our customers by processing orders and resolving any issues they may have with their products in a timely and effective manner.

You need to possess fantastic communication skills, both written and verbal, the ability to multitask as well as have exceptional attention to detail.  Your day will vary from communicating with customers either face to face, by email or phone, quoting repairs or parts to booking in repairs or processing sales / claims.  Being adaptable and flexible to change within this role, is key.

Reports to: Casio Customer Service Manager

Division: Customer Service

Function: Call Centre Operations

Brands: Casio, GShock, BabyG, Edifice, Casio Calculators, Casio Electronic Musical Instruments

Your Main Responsibilities:

• Actively listening to understand customer needs, demonstrating empathy while establishing credibility and rapport.
• All other duties within the scope of skills and training.
• Ensure you have procedural understanding and competency across all processes.
• Deliver quality customer service through timely, professional action.
• Resolving issues and handling escalations from customers.
• Provide high level customer service to all internal and external partners.
• Managing your workload to ensure company expectations are met.
• Supporting the Team Leader with good communication on workflow and team performance.
• Proactively identifying opportunities to enhance processes and improve the overall outcomes achieved by the team.
• Follow up on specific activities relating to repairs, spare parts, warranty and product support.
• Proficient process management relating to service tasks, sales functions and returns processes.
• Support our eCommerce team and growth.

Specific responsibilities will include and not limited to, the following:

Sales & Support Officer Role:

• Handling of customer repairs.
  • Receiving-in – data entry of service requested.
  • Liaising with watchmaker/technician to write-up repair estimates and communicating with retailer/customer.
  • Picking and attaching parts for watchmaker/technician.
  • Dispatching out completed repairs.
• Answering phone and email enquiries regarding product sales, product returns, repairs, warranty, spare parts and basic product assistance.
• Tending to customers at Service Counter (including taking cash and EFTPOS payments).
• Assisting with building spare part catalogue on Casio Service website.
• Entering data relating to warranty claims.
• PC literacy and Microsoft Office experience.
• Actively participate in company initiatives and activities.

Sales & Claims Representative role:

• Build a professional rapport with our Casio customers both wholesale and direct to consumer via phone and email across all Casio product lines.
  • Understanding the requirements of customers (e.g. replenishment, delivery, stock allocation, frequent purchases).
  • Understanding the Casio portfolio.
  • Pricing and availability.
  • Delivery & returns dispute resolution.
• Processing of sales orders.
• Processing of return authorisations and credits
• Booking pickups with partnered carriers.
• Processing of advertising and marketing orders.
• Supporting the eCommerce business and liaising with key teams to ensure consumers receive a smooth sales and return experience.
• Microsoft Office and computer literacy, including the use of multiple platforms.
• Actively participate in company initiatives and activities.

People and Culture focus

• Clear, timely and appropriate levels of communication across all stakeholders.
• Actively participate in team discussions, always demonstrate a positive attitude and a commitment to being a team player.
• Support team members and seek assistance when needed and provide mentorship and guidance to junior team members.
• Collaborate with peers to share marketing best practices.
• Demonstrate a commitment and drive to go above and beyond when needed.
• Have fun and enjoy the company of each other.
• Always adhere to all company workplace health and safety and employee wellbeing initiatives.
• Observe the Company Mission, Values and Code of Conduct.

Required Skills and Qualifications:

• High school diploma or similar.
• Minimum of 1 years’ Customer Service experience.
• Excellent communication skills – written and verbal.
• Accurate data entry
• Time management – ability to adjust to changes in workload.
• Confidence and skilful negotiating skills.
• Proficiency with basic computer programs.
• Creative thinker with ability to think outside the box.
• Demonstrated experience working in call centre operations.
• Experience with handling client complaints and facilitating conflict resolution.
• Some experience in the following software platforms is preferred:
• Shopify
• Front
• Infor M3

This is a fixed term 6 month full time role – 38 hours per week.

About Shriro Australia

The Shriro Group is a leading consumer products marketing and distribution group operating in Australia, New Zealand, USA and exporting globally.

The Shriro Group markets and distributes an extensive range of Company-owned brands (including Everdure by Heston, Omega Altise & Robinhood) and third party owned brands (such as Casio, Pioneer, Grohe & American Standard). Products include calculators, watches, musical instruments, audio products, kitchen appliances, laundry, bathroom and sanitaryware products, consumer electronics, car audio, amplifiers, professional DJ, Hi-Fi/speakers, gas heaters, gas barbeques, pizza ovens, charcoal barbeques, electric heaters and cooling products.

The Shriro Group has three company-operated distribution centres and five third-party logistic (3PL) distribution centres. Shriro also has over 1,000 in-store displays in Retailer stores across Australia.  The Shriro Group head office and main showroom is located in Chatswood, New South Wales.

Shriro employs approximately 145 FTE employees, including around 53 sales and marketing staff in Australia and New Zealand. Shriro also has an additional 8 team members based in China, focusing on product sourcing, quality control and procurement.

Why Shriro?

• Generous staff discounts on all brands
• Access to Employee Assistance Programs
• Gain work experience
• Represent iconic global brands
• Focus on Corporate social responsibility

Only those with the right to work in Australia need apply.

Shriro is an equal opportunity employer and considers all applicants for employment on the basis of their individual capabilities and qualifications ensuring a strong corporate commitment to inclusion and diversity.

We thank all applicants in advance as only shortlisted applicants will be contacted for an interview.

For more information on our company and brands visit shriro.com.au.
A member of the Shriro Group