Customer Service/Logistics Officer

XClutch is the American performance division of Australian Clutch Services. With over 25 years of experience, our performance kits are designed and developed to provide the ultimate clutch solution for the street or the track.

XClutch (Also known in other markets as "Xtreme Clutch") kits and components are designed and tested in-house at Australian Clutch Services. The range includes a wide variety of performance options including heavy duty, single plate road clutches all the way through to carbon clutches for time attack and drag racing. The XClutch range draws on our experiences in the Australian and European markets, but is tailored to suit the American car park. XClutch also specialises in performance flywheels, clutch hydraulics, bearings, engine/gearbox conversion clutch kits, specialist tools and accessories.

Each kit is carefully designed to ensure it provides the attributes required for the specific vehicle use.

The principal function of the Customer Service & Logistics Officer is to serve and support customers while maintaining a professional attitude towards customers at all times. This a 100% remote/work from home position.

• Preparation of dispatch documents for orders
• Provide support to BDMs, Warehouse and Production.
• Accurately process customer orders
• Booking deliveries & assisting in the returns and damages process
• Customer service and delivery enquiries
• Where applicable, identify opportunities for improvement
• Liaise with sales team members and 3PL representatives

Position Environment:

Reporting to the Sales Manager with additional matrix reporting to relevant management & customer personnel, the Customer Service & Logistics Officer must ensure that a high level of customer service is implemented in a timely manner to improve on sales opportunities. The position requires liaising with internal customers and external customers for both brands.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

3rd Party Logistics Maintenance.

• Booking couriers
• Systems maintenance

Goods Return Authority; (This may require a level of customer contact.)

• Raise GRA
• Monitor returns
• Identify product by part number
• Identify reason for return
• Organize freight where required

Orders:

• Process emailed / online / telephone orders

Qualifications

• Mathematical Skills - Ability to calculate figures and amounts such as proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
• Reasoning Ability - Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardised situations.
• High school education & more than three years related experience or training; or equivalent combination of education and experience.
• Language Skills - Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before customers and employees of organisation.

Physical Demands

• While performing the duties of this role, the employee may lift and /or move up to to 10 -60 lbs. Employees must only lift to their own ability.

Key Skills

• Customer Focus: Keeping customer needs and requirements paramount when making decisions and taking action.
• Planning and Co-ordinating: Effectively utilizing information, organizing resources, scheduling actions into work plans and devising strategies to realize business plans.
• Critical Thinking: Understanding a situation or problem by breaking it down, and working through it in a logical, systematic manner.
• Developing Others: Fully utilizing and adding to the capabilities of people in the organization and seeking to foster long term learning and development of others.
• Direction Setting: Ability to understand the long-term strategic direction of the business and to align activities with that direction.
• Out of Box Thinking: Thinking conceptually; considering novel connections between situations; developing innovative approaches and lateral solutions.
• Initiative: Taking action when the situation requires by being persistent and proactive in addressing opportunities and achieving objectives.
• Results Focus: Working to achieve high levels of individual and organization performance. Includes driving to achieve goals without compromising safety standards or company values.
• Influencing: Intention to persuade, convince or influence others with an idea or course of action which they might not have otherwise adopted.
• Communication: Is the ability to provide information so that others can understand a situation and take action in a timely and efficient manner.
• Building Ownership and Team Commitment: Encouraging people in the organization to sign up for challenges that lie ahead.
• Relationship Building: The ability to identify, build and maintain short- and long-term networks useful for achieving outcomes. It includes building effective relationships with people within the company.
• Application of Knowledge: Having the necessary process, technical and professional knowledge for the job.
• Teamwork: Working collaboratively with others to achieve business objectives.
• Learning Orientation: Desire to know more about the business with the commitment to apply that knowledge to improve performance and organizational effectiveness.
• Judgement: Understanding the way the business operates and being able to make appropriate, timely and realistic decisions which add value.

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