The Senior Commercial Coordinator will leverage their deep knowledge of Standards NZ systems, processes, products, services, and operations to support customers by executing sales, resolving escalated queries, managing subscription accounts, and promoting Standards NZ products and services.
They will act as the key liaison between Standards NZ and the MBIE contact centre, coaching and assisting call centre operators in resolving problems and customer inquiries.
The role requires initiative, the ability to find solutions to problems, and the capacity to provide analysis that is easily understood by customers and stakeholders.
Customer and Team SupportAnalyse reports and listen to calls conducted by the contact centre, providing feedback and suggesting changes to knowledge articles and systems to address recurring customer issues.Manage access to customer-facing systems for customers.Manage digital publication, including that related to the web-shop.Respond to, and provide, customer advice, guidance, and support services.Ensure that all tasks related to sales and order fulfilments are carried out in a timely manner.Manage subscription services from initial enquiry and final setup through to maintenance and retention.Manage the daily print order runs for on-demand, bulk, and specialty item print jobs through the print supplier, ensuring timely delivery to customers.Skills and Experience RequiredTechnically savvy with a good understanding of business systems.Ability to present ideas, information, and data in a clear and informative way.Excellent computer skills, including proficiency in Microsoft Office products.Experience in proactive process analysis and identifying areas for system improvements.Proactive approach with the ability to show initiative and work with minimal supervision.At least 3 years' experience in customer service and the use of business systems, including e-commerce.Must have legal right to live and work in NZ.Applications close on Monday 20 January 2025.
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