Job Title

Position Title: Customer Service & Internal Sales (CSIS) Team Member (Email Only) Overview: Position Summary: The Customer Service & Internal Sales (CSIS) Team Member plays a critical role in delivering industry-leading customer service and support to both internal and external stakeholders. This is an operational role focused exclusively on email and written communication , requiring strong interpersonal, coordination, and time management skills. The role emphasizes timely responses, accuracy, and persistent follow-up to ensure successful outcomes. Key Responsibilities: Product: Complete training for all new and existing product ranges. Retail Partnerships: Respond to all internal and external email enquiries within 8 business hours . Actively monitor and manage customer service inboxes. Maintain high-quality communication with customer service contacts. Identify, prioritize, and escalate complaints when necessary. Deliver a positive customer experience, particularly for Bunnings. Provide shipment and delivery tracking updates. Review and process orders for accuracy and compliance. Maintain awareness of Demand & Replenishment (D&R) systems. Supply: Build and maintain strong relationships with distribution centre teams. Collaborate with head office teams to support operational success and provide feedback. Fundamentals: Follow Work Health and Safety (WHS) practices and Safe Work Method Statements (SWMS). Uphold and promote VRS values. Identify improvement opportunities and communicate sustainability-focused ideas to Category and Marketing teams. Team: Actively participate in weekly team meetings. Growth: Complete required training through Visy People Connect (VPC). Maintain proficiency in systems and tools including: CRM (Customer Relationship Management) ERP (SAGE) Connect Workplace (WP) SharePoint (SP) Quality and Compliance: Report product issues to the Quality Control Workplace group. Ensure all written communication meets professional and company standards. Adhere to company policies and governance requirements. Systems and Process: Use the CSIS CRM portal to understand customer feedback (voice of the customer). Complete all assigned tasks, including cross-training and rotational duties. Information Management: Log at least 95% of all email interactions in the CRM system. Review cases weekly to ensure completion and maintain data integrity. Key Challenges: Managing a high volume of diverse customer queries efficiently. Delivering consistently high-quality written responses that achieve desired outcomes. Key Relationships: Internal Stakeholders: CSIS Manager National Sales Manager (Australia & New Zealand) External Stakeholders: Bunnings team members Direct Reports None Experience & Qualifications Mandatory: Customer service experience involving shared inbox management. Experience responding to email and website enquiries. Desirable: Experience working with large retailers, including their systems and processes. Familiarity with retail stock replenishment systems. Skills & Competencies Strong proficiency in Microsoft Office Experience with CRM systems, ERP (SAGE), and SharePoint Excellent written communication skills Strong conflict resolution abilities Outstanding time management and organizational skills Ability to multitask and manage competing priorities High attention to detail Strong problem-solving ability, especially in product-related queries Self-motivated with a willingness to learn and grow Creative thinking and initiative