Retail Sales Coordinator

6 months ago

Auckland City, New Zealand Fisher & Paykel Appliances Full time

The Role

Main purpose of role

Fisher & Paykel has a leading goal to be the world’s #1 luxury premium appliance brand.

Our purpose is to create moments of delight together in the heart of the home. Sustainably enhancing the Quality of People’s Lives. Now and for future generations.

Within the Global Sales Support we are intrinsically linked to our Purpose and our Values of being Curious, Innovative, Sustainably Minded, Trusted and Generous.

We deal with our trade partners to achieve our purpose by keeping the customer at the heart of every interaction, by creating moments of delight and exceptional customer experiences. We work collaboratively with each other and other teams to achieve by delivering on our promises.

The HVAC Sales Coordinator assists in the operation of the sales order desk, through the daily processing of all sales orders and returned goods.

Scope of the role

Ultimately understanding our customer needs to help us deliver useful and relevant information about our products and services and providing a frictionless customer experience throughout the journey.

This role is critical to our business aim of growing long-term relationships with our Home Solutions customers.

The HVAC Sales Coordinator has key relationships with:

- Our Customer Care team
- Global Sales Support Manager
- Home Solutions sales team
- Product Managers
- Supply Chain
- Finished Goods Team
- The Warehouse
- Customer Service Admin team
- Delivery and Install team

Role Responsibilities

Provide Customer Exceptional Experience
- Responsible for delivering and upholding a high level of customer communication that's consistent with our brand voice.
- Ensure that all customer responses and communication are made within internal KPI benchmarks and expectations.
- Effectively identify customer cues, including language usage, tone of voice, volume, and silence, and respond appropriately
- Takes ownership of all customer interactions, consistently providing excellent (efficient and effective) customer service that satisfies the customer and benefits the company).
- Efficiently resolve issues, both proactively and as they arise.

Liaison with internal and external parties to fulfil Project requirements
- Liase with sales representatives and builder channels regarding order status and stock availability.
- Project management coordination, with warehouse and trucking companies.

Project Management fulfilment
- Stock inquiries
- Post sale order enquiries
- Pre-sales inquiries
- Sales Order entry
- Ensure the smooth processing of purchase orders.
- Sales entry and maintenance of accurate data through Fisher and Paykel systems.
- Resolve complaints, and facilitate replacements and returns
- Process returns, work with carriers to have the product returned to our Warehouse.
- Maintain orders placed on hold due to pricing and or stock issues.
- Support other teams when required.
- Educate customers, providing relevant information about product.
- Planning and prioritising effective delivery outcomes within agreed timeframes, maximising efficiency and output.
- First call resolution by focusing on customer issues/needs/expectations; Keeping the customer clearly and fully informed and focusing on appropriate resolution
- Work closely with other teams both internal to CEX and External to ensure customer satisfaction and retention, and ownership of the Customer journey. E.g. Customer Care Home Solutions team, NZ and AU Warehouse teams.
- Processing and accountability of Friends and Family orders as aligned with our processes.

Health and Safety
- Take all practicable steps to ensure their own safety at work
- Ensure that their actions or inactions don’t cause harm to any other person
- Follow all safety instructions and report all hazards and incidents in the workplace

Other
- Any other tasks as may reasonably be requested by management
- Job dimensional data
- KPI as set by Manager
- No direct reports
- No budgetary responsibility

Experience

You will have prior experience in a customer-oriented role, familiarity with sales channel and HVAC highly desired but not essential. You will have excellent writing skills and can demonstrate unrelenting attention to detail. You will be dedicated to creating a seamless experience with the customer front of mind.

Skills & Attributes

Live out our Purpose by demonstrating the Fisher and Paykel Values:
Values:

- Curious
- Innovative
- Sustainably Minded
- Trusted
- Generous

Behavioural Skills

Is fully aware of and role models the Fisher and Paykel Vision, Purpose, Values and the Step Up Behaviours.

Get into the right level of detail
- Using the right facts to fully understand an issue, identify an opportunity, or make a decision.
- Be decisive
- Engaging the right people & using relevant information to make informed choices, trade-offs & decisions.
- Think like an owner
- Understanding and focusing on what creates whole of business value.
Ruthless prioritisation, acting like it's your

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