Customer Service Officer

  • Part time: 30 hours / week (potentially more)
  • Location: Alexandria
  • Flexible days & times


ORGANISATION
The ACME group is an active corporate merchandise retail performance centre that specialises in custom apparel and retail merchandise.
 
ACME started designing and making merchandise in 1978 for rock bands, and in later years for licensed brands such as Harley-Davidson® and the Harley Owners Group® for member merchandise, events and rallies.  ACME has also been involved over the years with events such as the Sydney Olympics in 2000, Melbourne Commonwealth Games in 2006, and a number of TV shows and movies. 
 
A major division of ACME, Quality Marine Clothing – QMC – is the Australian based uniform supplier for clothing & accessories for those with a passion for the water.  QMC offers a personal service to reduce hassles in pulling together “the look”.
 
The concept was launched by a pair of marine enthusiasts who worked in apparel, and thought offering products that were in stock, and suitable for the Asia Pacific region was a smart idea; in stock, in Australia, this year’s colours and fabrics etc.

ACME also runs the retail website for Ross & Whitcroft, whose mission is to be the easiest, most experienced and best value supplier of boating-related products and services.

The newly launched ACME Corporate division is an exciting new business venture that sees ACME growing from strength to strength and the need for new staff has arisen.


GENERAL DESCRIPTION
The Customer Service Officer manages the processing of, and coordinates all custom merchandise orders, along with stock orders.  The roles includes processing initial quotes from the sales team, and managing the order from the initial enquiry through to delivery and after sales service.  It is important to build a rapport and relationship with all customers as customer service is at the heart of what ACME does.  


DUTIES
The role manages the process as follows:

  • Enters the quote with information from the sales team;
  • Enters uniform contract orders and co-ordinates embellishment (screen printing transfer and/or embroidery etc) and delivery;
  • Converts the quote into an order when approved, and amends as required;
  • Confirmation of payment details with sales team;
  • Purchasing of stock as required;
  • Work with warehouse to order embellishments as required to meet scheduled delivery;
  • Manages priorities with branding house and warehouse staff;
  • Partake in weekly progress meetings; and
  • Feedback to Managing Director in priority products inventory.


The role includes working with the Sales Director and the Managing Director to co-ordinate and manage merchandise for the uniform programs and customer events as needed.  This may include travel to, and onsite management at certain events annually.


KEY RESPONSIBILITIES 

  • Deal directly with sales team and customers by telephone, email and face to face.
  • Respond promptly and professionally to enquiries.
  • Respond quickly to customer issues and work with sales team to resolve.
  • Process and manage orders and quotes.
  • Handle walk-in sales as required.
  • Manage customer expectations to ensure they will be satisfied.
  • Learn suppliers merchandise offers and product ranges and keep on top of product additions/deletions.
  • Guide the art creation process if required.
  • Deal directly with suppliers by telephone, email and face to face.
  • Manage orders to ensure all customer required timelines and event deadlines are met.
  • Coordinate customer approval of art, garment and confirmation order.
  • Liaise with suppliers with regard to placement of orders and report status at weekly meeting.
  • Communicate and coordinate orders with internal departments and suppliers of ACME.
  • Maintain product database and inventory.Maintain client database and co-ordinate with marketing.


QUALIFICATIONS & EXPERIENCE
Essential requirements

  • Attention to detail
  • Organisational skills
  • A good phone manner and command of the English language
  • Excellent communication skills, written & verbal
  • Pro-active positive approach
  • Customer focused
  • Team player who can work independently
  • Maintain and grow relationships with Customers & Suppliers
  • Good Numerical & Analytical Skills
  • Attitude of learning and professionalism


Desirable requirements

  • An interest in sailing / yachting / sport
  • Demonstrable skills in the use of PC’s, MS Windows & Office 365 specifically Excel, Word, Outlook and other tools as required (Teams/Trello)
  • MYOB or similar


KPI’s

  • On time delivery of all event/custom merchandise
  • Customer satisfaction
  • Minimise stock wastage
  • Maintain product in MYOB and on the internet


Conditions of Employment

  • The position is in accordance with the terms and conditions of the Employment Agreement and relevant industrial award.
  • The successful applicant will be required to complete a 100 point ID check.
  • The successful applicant must have valid work rights in Australia.  Availability to work the agreed days plus flexible/extended hours as required to meet the demands of the position and commensurate to the level of the position.


To apply: please send your covering letter and resume to: sarah.hua@jobsformums.com.au

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