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Customer Service Representative Industry Manager PD - APAC


Melbourne, Australia


Customer Service & Technical Support


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This position is responsible for the management of a group of Account Representatives (Industrial Products) for the Melbourne based region of Australia, New Zealand and Japan. You will also play a key role in planning, organizing and coordinating the sales and marketing function.
This role is based in Melbourne - Epping. 38 hours p/w and reports to the Customer Service Manager based in Amsterdam.
Key responsibilities include:
  • Management of the employee life cycle including annual reviews and performance management;
  • Train, develop and mentor employees to ensure consistent high-quality standard while promoting our wide product range and specialized services to provide accurate quotes through the sales completion of a successful order fulfillment;
  • Represent and reinforce the Intralox brand, image and customer loyalty with proactive and responsible customer focused activity;
  • Escalation point for all unsolved customer queries including confirmation of non system pricing logic and all customer complaints, negotiate prices and credit terms and complete contracts;
  • Identify opportunities for improvement and work with subject matter experts to establish the technical version and performance needs;
  • Interpret international customer business needs and translate them into application and operational requirements;
  • Continuous development and implementation of sales strategies in coordination with Regional Team Leader while ensuring all activities have clear business goals and success metrics;
  • Familiarity of products, basic engineering guidelines and material offerings;
  • Adapt to global policies and procedures as needed;
  • Management reporting of sales and marketability of products and services;
  • Liaise with internal departments to ensure the successful delivery of goods and products, installation of equipment and customer satisfaction;
  • Commitment to promote and encourage teamwork, honesty and respect.


  • 5+ proven tract record of Customer Sale Representative (Industrial Products) and Inside Sales and/or Customer Service in a B2B environment;
  • Strong commercial skills and technical aptitude;
  • Expert working knowledge with CRMs, Oracle and Order Management System;
  • Strong ability to work cross borders and cultures;
  • A team player with strong interpersonal and communication skills;
  • Detail-oriented, organized and able to meet assigned deadlines and manage time well;
  • Resourceful, self-motivated and self-managed;
  • International travel at least 3-5 times a year.