Virtual Staff 365
Retail
CustomerSolutionsSpecialist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Solutions Specialist at Virtual Staff 365. Skills: Order Management, Customer Support, Claims Processing, Continuous Improvement. Execute day-to-day processes. Execute customer service plans”
What You'll Achieve.
business consistently meets and exceeds both customer and consumer expectations; Maintain performance KPIs based on workload attended to within SLA; aiming for an output-driven 24-hour turnaround on emails
Industry & Context.
Claims Investigations; transport issues; logistics delays; customer returns; warranty; claim enquiries
A home workspace equipped with multiple screens featuring above 2K resolution
What They're Looking For.
Must Have
Proven prior experience in order management, order processing, operations-focused environments, Demonstrated experience handling claims processing, navigating system automation workflows, hands-on experience using Zendesk (or a similar customer service suite), intermediate proficiency with Microsoft Office suite, High level of English competency, Outstanding attention to detail, relationship management capabilities, Ability to work well under pressure, maintaining a positive attitude, sense of humour, A home workspace equipped with multiple screens featuring above 2K resolution
Nice to Have
Prior experience working within the homewares, kitchenware, or consumer goods retail and distribution sector, Deep familiarity with managing EDI orders, complex marketplace portal logic, Experience navigating and optimizing workflows specifically within Microsoft AX software
What You'll Do.
Execute day-to-day processes
Execute customer service plans
Process new customer orders
Manage end-to-end order-to-cash tasks
Assist in managing back orders
Perform system order updates
Handle booking administration
Manage primary communication platforms daily
Respond to customer and consumer enquiries
Prepare for future expansions
Follow up on internal requests
Conduct thorough claims investigations
complete end-to-end claims processing
and resolve transport issues
Address and resolve warranty and claim enquiries
How You'll Work.
Team & Collaboration
Communicate effectively with internal stakeholders; Communicate effectively with external customers
Communication Scope
High level of English competency; Communicate effectively, professionally, and transparently
Full Job Description
Our client is one of Australia’s largest gifting, homewares, and kitchenware distributors, dedicated to bringing joy and meaning to people's lives through their products. They are now seeking to hire a **Customer Solutions Specialist** to join their dedicated Customer Solutions team. This role exists to execute day-to-day processes and customer service plans, ensuring the business consistently meets and exceeds both customer and consumer expectations. ### Job Responsibilities ### Order & Request Management * Process new customer orders received via email, phone, dropshipping, and EDI channels * Manage end-to-end order-to-cash tasks and activities, including processing, warehouse requests, transport requests, and handling invoice or credit issues * Assist in managing back orders and hold orders to ensure comprehensive end-to-end order management * Perform system order updates, amendments, and manage operational system steps requiring non-automated actions * Handle booking administration, delivery window coordination, and pre-booking tasks for deliveries ### Customer Support & Inquiry Resolution * Manage primary communication platforms daily, including MS365 email and the Zendesk Suite * Respond efficiently to customer and consumer enquiries across Zendesk, email, voice messaging, live chat, and social media channels * Prepare for future expansions into direct consumer contacts and enquiries via messaging apps and chat tools * Follow up on internal requests such as proof of delivery tracking updates, warehouse requests, and carrier assistance requests ### Claims & Issue Resolution * Conduct thorough claims investigations and complete end-to-end claims processing * Identify, investigate, and resolve transport issues, logistics delays, and customer returns * Address and resolve warranty and claim enquiries within the approved company delegation of authority ### Communication & Continuous Improvement * Communicate effectively, professionally, and transparently with both
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