Customer Service Representative

About the Role

As a Customer Service Representative at Winthrop Australia, you will be a key member of our sales team, acting as the primary point of contact for clients while supporting our Business Development Managers to deliver an outstanding customer experience.

This is a fast-paced, customer-focused role where no two days are the same. You will work closely with clients, suppliers, and internal departments to ensure enquiries are handled promptly, quotations are prepared accurately, orders are processed efficiently, and customers are kept informed throughout the entire sales process.

You will also manage a portfolio of smaller customer accounts, building strong relationships while identifying opportunities to support their ongoing technology requirements.

Key Responsibilities

• Deliver exceptional customer service via phone, email, and other communication channels.
• Respond promptly to customer enquiries relating to pricing, product availability, lead times, and order status.
• Prepare accurate quotations and process customer sales orders.
• Proactively follow up outstanding quotations to maximise conversion opportunities.
• Provide customers with regular updates on delivery schedules, backorders, and expected arrival times (ETAs).
• Support the Business Development Managers by preparing quotes, sourcing pricing, coordinating orders, and assisting with day-to-day account management.
• Manage a portfolio of smaller customer accounts, maintaining regular contact and identifying sales opportunities.
• Build and maintain strong, long-term relationships with customers through responsive and professional service.
• Liaise with suppliers to obtain pricing, product availability, and delivery information.
• Work closely with Purchasing, Stores, Finance, and other internal teams to ensure orders are processed, prepared, and delivered accurately and on time.
• Assist with order preparation, customer collections, deliveries, and general sales administration.
• Accurately enter and manage sales orders within the company’s ERP and CRM systems.
• Assist customers with invoicing, billing, and general account enquiries.
• Maintain accurate customer records and documentation.
• Stay informed on current technology products, vendor programs, and industry developments.

Skills & Qualifications

• Excellent verbal and written communication skills.
• Outstanding customer service and relationship-building abilities.
• Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment.
• High attention to detail and accuracy.
• A proactive attitude with strong problem-solving skills.
• Previous experience in customer service, internal sales, sales support, or account management.
• Experience within the ICT industry or technology sector is highly desirable.
• Product knowledge of end-user computing solutions, including Microsoft Surface, HP, Lenovo, Apple, and associated technologies.
• Strong Microsoft 365 skills.
• Experience using ERP and CRM systems.
• Ability to work independently while contributing positively to a collaborative team environment.
• Minimum two years’ experience in a customer-facing or technology-related role (preferred).

What We Offer

• Competitive salary with incentive opportunities.
• A supportive, collaborative, and high-performing team environment.
• Ongoing training and professional development.
• Exposure to leading global technology vendors and industry solutions.
• Opportunities to attend vendor training, industry events, and trade shows.
• Career progression within one of Australia’s leading ICT solution providers.
• A diverse and rewarding role where your contribution directly impacts customer satisfaction and business success.