Remote Admin Assistant, Customer Service

Our client is an Australian company that specialise in the design and manufacture of premium matte black tapware; with an emphasis on modern design and clean lines.

They are currently looking to hire an Admin Assistant for the Customer Service department to deliver exceptional email-based customer support and efficiently manage order processing with a high level of accuracy.

Job Responsibilities:

Customer Service (Email-based)

• Manage a high volume of customer inquiries via email, ensuring professional written communication.
• Use tracking systems (e.g., DHL) to provide timely updates on deliveries, and understand customer follow-up reasons.
• Issue invoice copies and relevant documentation upon request.
• Employ strong problem-solving skills to address inquiries, ensuring all necessary information is gathered before responding.
• Organise and prioritise the email inbox using tools like flags and folders to prevent missed correspondence.
• Communicate clearly and concisely with clients to reduce unnecessary exchanges.
• Update internal notes with detailed information to minimise follow-ups.

Order Processing

• Accurately process a minimum of 50 orders per day.

• Manage client orders through a dedicated Gmail folder.

• Review purchase orders for omissions or errors before processing.

• Input purchase order information into the Cin7 system with precision.

• Determine and classify entries as quotes or orders.

• Reconcile purchase orders with Cin7 to ensure accuracy and identify errors.

• Create pick slips for in-stock items and liaise with the warehouse team.

• Inform customers about out-of-stock situations and provide estimated delivery times.

• Handle backorders carefully to avoid overselling and communicate any stock shortages or delays.

• Seek clarification instead of making assumptions in areas of uncertainty.

• Minimum 1 year of experience using Cin7.

• Previous work experience in a wholesale company specialising in tapware or brassware.

• Exceptional written communication skills in English, with flawless grammar and spelling.

• Strong attention to detail and high accuracy in completing tasks.

• Ability to self-review work before submission.

• Proactive approach to learning and skill development.

• Excellent organisational skills for efficient multi-tasking, ensuring timely and accurate task completion.

• Critical thinking and common sense to assess and address customer queries effectively.

• Capability to recognise when to escalate queries beyond personal expertise.

• Proficiency in using customer relationship management (CRM) systems and order processing software.

• In-depth understanding of backorder management, with knowledge of key considerations to avoid overselling.

• ​Permanent work-from-home set-up

• Dayshift (Australian business hours)

• Full-time job

• HMO

• Paid leave

• Christmas Bonus equivalent to 1 month’s wage (pro-rata)