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We are needing a Sales & Operations Support Advisor to join our team in Onehunga!

What we offer:

• Fulltime permanent employment; 40 hours per week

• Excellent team culture

• Ongoing training and opportunities for professional development and upskilling

What you will do:

To maintain a friendly and efficient products function within the HCS & WLSP team, and to provide competent product assistance to ensure HCS customers (internal & external) and WLSP customers are provided with the highest level of service achieved through excellent frontline Sales support, Customer service and first point of contact skills.

To provide operational support to the Fire Team, acting as the key liaison between customers, and internal teams. Ensuring the delivery of Operational KPI’s in a fast paced and dynamic environment.

The employee may be required to perform other duties within their capabilities as reasonably directed by the business, including but not limited to tasks or responsibilities not specifically outlined in this job description. These may be assigned to support operational needs, strategic initiatives, or evolving business priorities.

How you will do it:

• Compiling lists of prospective client businesses.

• Acquiring and updating knowledge of employers' and competitors' goods and services, and market conditions.

• Monitoring customers' changing needs and competitor activity, and reporting these developments to the Sales team.

• Following up with clients to ensure satisfaction with goods and services purchased, and resolving any problems arising.

• Ongoing backup support for HCS Spare Parts BU & Wormald Life Safety Products.

• Manage customer orders from receipt of order to shipment of product.

• Communicate with customers via phone and emails on daily basis.

• Enter customer orders into Order entry system the same day the order is received.

• Maintain an ongoing relationship with selected customers.

• Collaborate with regional sales force and other field staff to deliver premier customer service.

• Works closely with other vital departments such as credit, billing, shipping, purchasing, technical service, marketing, etc.

• Resolve customer complaints/ issues and provide customer assistance in locating and identifying replacement parts.

• Provide same day response to scheduled dates and backorder status of product.

• Maintain Database in various sources

• Excel, i Scala, SMX, Pronto etc.

• Validate, provide resolutions for Purchase order related invoices in Maple.

• Responsible for working with customers where products are of a technical nature.

• Process credit and return requests when required.

• Work closely with Service, Project Team and BDM to provide best service within the business.

• Responsible for the scheduling, dispatching, tracking and monitoring of the service touch points.

• Prepare regular reporting on unaligned costs, such as labour hours, material purchases, expenses and other service-related transactions.

• Prepare service billings & customer account special handling requirements (request PO ref #’s)

• Work with Data Integrity / Defects to update customer account information i.e special billing conditions, site contacts, billing addresses, contract amendments etc.

• Researches, resolves or escalates accounts receivable disputes/issues. If needed, will interact with customer to resolve receivable issues. Writes up invoice credits and journals as necessary.

• Assist in parts ordering, receipting & availability management.

• Responsible for processing compliance documentation & update of ERP.

What we look for:

• 5 years of experience in Sales; preferably at least 1 year Fire Monitoring experience

• Experience with telephone and email customer service essential

• Ability to work independently and as a team

• Strong problem-solving skills with the ability to identify root causes

• Demonstrated technical aptitude for parts interpretation

• Proficiency with MS office (Outlook, Excel, Word)

• Working experience with ERP systems, Pronto & i Scala desired

Only applicants who have a current right to work in New Zealand will be considered.

Please note pre-employment checks – including reference checks, medical, criminal record check, and drug & alcohol testing – will form part of the eligibility process.

If this is the right opportunity for you - Apply Now!
To know more about the role, please email Janis – janis.sotelo@jci.com