Customer Support and Fulfillment

Company Description:

Thermosoft Australia, founded in 1999 by Bo Ramen and now led by Stuart Wilson and his wife Maya, specializes in sustainable electric heating solutions. As the exclusive Australian distributor for Purmo Group’s electric radiators and towel rails, they offer quality, efficient alternatives to gas heating. Based in Frankston, Victoria, Thermosoft has expanded nationwide, responding to the growing demand for renewable energy solutions

Job Description:

The Fulfillment Assistant is integral to Thermosoft Australia’s operations, ensuring that all fulfillment processes are executed with precision and efficiency. This role demands meticulous attention to detail, exceptional organizational skills, and the ability to manage multiple tasks simultaneously. The Fulfillment Assistant is responsible for overseeing the entire order fulfillment lifecycle, from order confirmation to post-delivery follow-up, ensuring no step in the process is overlooked or delayed.

Key Responsibilities:

– Ensure no unactioned/un-responded to messages in Slack, tickets, or emails relating to fulfillment.
– Maintain a zero backlog of overdue fulfillment-related activities.
– Make sure stocks are checked, and confirmed following Standard Operating Procedures before scheduling delivery and install jobs for the delivery team.
– Ensure the fulfillment team’s Aircall phone is answered by the team 90%+ of the time, reducing reliance on senior staff.
– Keep our delivery team’s calendar fully optimized for current and upcoming installs & deliveries, ensuring efficient scheduling of jobs according to priority.
– Ensure customers are proactively communicated with within 24 hours of confirmed delivery, for incoming stock delays, and feedback calls. Setting clear expectations and addressing any questions.
– Respond to inbound/missed calls, SMS’s, or emails relating to fulfillment/scheduling within 2 hours of receipt.
– Ensure all activities are actioned on the day they’re due, managing the Sales and Fulfillment Pipelines with high efficiency and accuracy.

Desired Skills and Aptitude:

– Exceptional organizational skills and attention to detail.
– Strong communication skills, with the ability to maintain professionalism under pressure.
– Proven ability to manage multiple tasks and prioritize effectively.
– A proactive approach to problem-solving and the ability to take ownership of issues.
– Technical proficiency and comfort with using various software tools and platforms related to order management and customer communication.
– A team player mindset, with the ability to work collaboratively and support colleagues.

How to Apply

1. Fill out this Google form: Click to view/forms/d/1TCn3-54aX6G39mST_zxqnK5FEOYbghIEktQKIlWljX4/edit
2. Upon completing the form which includes our assessment test, those who pass will receive an email to schedule for the Knowledge & Skills interview.
3. Those who do not pass will promptly receive an email updating them on their application status.

We highly value candidates who demonstrate the ability to follow instructions during the application process. Attention to detail and adherence to guidelines are crucial traits that reflect a candidate’s ability to perform tasks accurately and reliably.