Position Description - Customer Service Representative
Applies to: all Noel Leeming team
Overview
To provide excellent customer service to all customers by assisting with all enquiries, supplying the correct information, channelling enquiries to the relevant area and portraying a professional image as the first point of contact. To ensure administrative procedures in the store are completed in accordance with company policy and procedure.
Our Way
‘SPIRIT’ is Noel Leeming Group’s values and behaviours that help guide our actions and decision-making with everyone we interact with including our customers and each other.
• Strive Our standards are high yet daily we strive to exceed them.
• Passion Passion is the heart of everything we do.
• Integrity We do the right thing.
• Respect Respect for all guides our actions and decisions.
• Innovation We provide innovative end-to-end solutions.
• Teamwork We work together to achieve our goals.
Nature and Scope of Role
This position is one of a number of roles reporting through to the Store Manager and thus forms part of the store team.
The Customer Service Representative will be aware of the competitive and customer oriented nature of the work to be undertaken and will appreciate the necessity for maintaining and improving upon Noel Leeming Group Limited’s market position. The Company is committed to excellent customer service and to achieving its set targets. The Company will support and train the Customer Service Representative to be able to deliver excellent customer service and to achieve targets. In return, the Customer Service Representative must be conversant with all Company systems, policies and procedures.
This role is not responsible for the supervision of any employees, but coordination of particular projects and promotions with other team members may be required from time to time.
The role may require the employee to prepare daily banking information and check paperwork, which must be completed accurately and in a timely manner.
The Customer Service Representative may be the first point of contact for customers and therefore a professional image must be projected at all times. Part of the Company’s professional image is to provide a Customer Service Representative with a Company uniform, which is required to be worn during business hours and at all official Company functions (e.g. training sessions) and supplier events.
A Customer Service Representative may also be required to drive a Company vehicle to undertake deliveries and other Company business. All Company vehicles must be driven lawfully and in a courteous and safe manner at all times. At least a Restricted Driver’s Licence is required in order to drive company vehicles and the employee must abide by any restrictions and endorsements of their licence. In order to drive company trucks and forklifts, the appropriate licence endorsement is required.
The wellbeing, health and safety of all team members is important to the Company and as such all team members must follow the safe work practices outlined in the Company’s Health and Safety Policy.
Key Responsibilities/Accountabilities
• To provide excellent customer service to both internal and external customers
• To deal with all customer enquiries at the reception area professionally, these include: account payments, service repairs, sales enquiries, cash sales, hire purchase contracts, credit applications
• To take responsibility for, and proactively resolve, customer issues and complaints as they arise
• To prepare daily banking, informing the Store Manager of any cash shortages or overs, and keep accurate records
• To follow the non-negotiable service standards for Noel Leeming, including in relation to phone calls
• To check daily paperwork and advise the Store Manager of any such paperwork that does not comply with our Company policy
• To maintain a designated area of responsibility as directed by the Store Manager
• To be responsible for the ordering of stationery from the supplier
• To file all paperwork which includes memos, transfers, suppliers brochures etc
• To achieve sales and profit targets for the store and Company which will be determined as part of the Company’s operational programme and form part of the Company’s overall sales objectives
• To understand and conform to all Company policies and procedures
• To display integrity in all interactions with customers and in the approach to work tasks
• To conduct him/herself in a professional manner at all times, recognising this also covers the areas of personal presentation
• To comply with the Company’s Health and Safety Policy, including immediately reporting any unsafe work conditions, equipment or practices to the Store Manager
• Ensure the delivery of safe work practices and environment for all customers and team members
• To undertake any other duties as allocated by the Store Manager from time to time
Personal Competencies
• Customer focus
• Organisation skills
• Composure
• Approachability
• Action Orientation
• Display emotional maturity at all times
• Be able to recognise and actively search for opportunities to increase sales and profit
• Be able to develop long term relationships both internally and externally, based on trust, confidence and mutual respect
• Display high levels of positive energy and a passion for the job
• Think in a focused, analytical and detailed manner
• Demonstrate a high level of professionalism, including standard of dress and demeanour
• Demonstrate high levels of accuracy and attention to detail
• Demonstrate administrative competence
• Display an ability to follow a set procedure or process
• Be honest and ethical with customers and fellow colleagues at all times.
• Show high levels of initiative
• Display good team work skills
• Be flexible and adaptable
The above duties and responsibilities within this role are not meant to be limiting – rather to give an outline of essential duties of the position that may change from time to time, which will require flexibility.
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