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Client Service Coordinator

Come join the crew!

Applications are now open to join Cargo Crew as our new Client Service Coordinator. Keep scrolling to learn more about the role and email your application to [email protected]

About the role

The Client Service Coordinator is responsible for delivering an exceptional customer experience for our existing clients. Maximising client opportunities by building authentic and long term relationships.

Fantastic Culture & Brand New Office. Free coffee in office using professional La Marzocco machine. Free onsite parking.
Supportive & friendly environment. Work as part of a great team with the opportunity to innovate.
Work with some of Australia's most recognised and prestigious brands in retail & hospitality

Key responsibilities

Responsibilities include, but are not limited to;

Working with existing clients:

Take inbound client enquiries (calls and emails) in a timely matter.

Assess the client's initial need, referring new enquiries to the Business Development team or connecting the client with their account manager.
Create quotes and/or sales orders, prepare artwork proofs and set up orders for embroidery
Follow up on outstanding payments and client approvals on orders

Deeply understand client requirements and the industry vertical in which they sit, working with the client to create solutions and find new opportunities to partner with the client (seek assistance from the Client Service Specialist or Client Service Manager where appropriate). Find opportunities to increase the scope and/or value of existing client relationships.
Work autonomously and collaboratively as part of a team to achieve team goals and objectives (including sales targets).
Curate uniform concepts for clients, seeking internal advice on styling and pricing where necessary. Be creative with the range and think outside the box to create a unique look, and ultimately experience, for your client.
For small clients where a template MSA or a basic account is in place, ensure that all terms are met and exceeded.
For medium, large and corporate client enquiries, deeply understand stakeholders, decision makers and the decision-making process and work closely with the Client Service Specialist or Client Service Manager to deliver exceptional service and account management.
When requested, support the Client Service or Business Development team to prepare client meetings, proposals, presentations and tenders.
Coordinate screen printing and embroidery production with other Cargo Crew departments and third parties (where required). Ensure high quality samples and swatches are created for internal review and client approval.
Track all freight enquiries with freight provider. Assist in the showroom, with warehouse and other administration tasks as requested.
When requested, support the Client Service Specialist or Client Service Manager prepare client proposals and presentations.
Ensure up to date and accurate client files (client logo's, brand guidelines, embroidery requirements etc).
Ensure accurate and consistent NetSuite data.

Service:

Effectively manage the client's online portal, ensuring data is accurate and up to date. Working with the appropriate departments to deliver a seamless customer experience by the online portal.
Effectively manage all time frames and deliverables.
Manage and resolve client issues, complaints, returns, etc… Ensure they are all rectified.
Ensure invoicing is prepared on a timely basis and payment is received in accordance with terms and conditions.
Ensure the business is aware if a contract is expiring, no less than 6 months prior to expiry date. Take a pro-active role in renewing client agreements, engaging the appropriate stakeholders.
Work collaboratively with all other Cargo Crew departments (e.g. planning, production, warehouse, finance, etc…) in the delivery of the client service.
Provide support to the Client Service Specialist and Client Service Manager on any aspect of client service for any client (where required).