Company Description At The Good Guys, we’re here to help families live better for less. Since 1952, we’ve been delighting customers with unbeatable deals and exceptional service and advice with their home appliances and consumer electronics. We offer the best value, world-class brands and exceptional customer service across our 100 store network, online, and in our commercial division, The Good Guys Commercial. Great careers start at The Good Guys – begin your journey with us today. Why join The Good Guys? Fast paced and exciting environment where diversity is celebrated, and creativity and ideas are valued . Competitive remuneration to recognise our team for their effort, which depending on the role, may include generous sales commission and other fantastic incentives to celebrate success. Access to exciting career opportunities and comprehensive training and development programs as part of the broader JB Hi-Fi Group (which includes JB Hi-Fi Australia, JB Hi-Fi New Zealand, The Good Guys and E&S Trading). Fantastic discounts across the JB Hi-Fi Group, plus access to Beny , our team member benefits app with exclusive offers, wellbeing perks and everyday savings. We offer 12 weeks paid parental leave for eligible primary carers (and a gift for new parents) and we embrace flexibility and offer hybrid working models for eligible roles. Our Employee Assistance Program (EAP) provides counselling and wide array of other wellbeing resources for our team members and their families. Our Helping Hands workplace giving program has raised millions for our charity partners to support positive impact in the community. Demonstrating our commitment to sustainability , we are on track to reach our goal of net zero carbon emissions by 2030 and continue to improve the way we reduce, reuse, and recycle. Job Description As the Sales Support Coordinator, you will be responsible for providing exceptional customer support through phone, email and chat channels to provide quick resolutions to various customer issues, requests, quotes, orders, and product inquiries. Key responsibilities include, but are not limited to: Handle inbound customer requests via phone and chat, addressing inquiries such as order status, simple quote requests, documentation (invoices, etc.), and initial product support. Manage and resolve customer cases created from emails, phones, form submissions, or escalations from the Customer Support Team. These may include order requests, quote generation, credit orders, and refunds. Proactively educate customers on self-service tools and options to improve efficiency and customer independence for future interactions. Manage warranty and faulty product inquiries, raising repair requests when necessary. Reduce overdue payment and risk of bad debt through prompt invoicing, proactively managing escalation that have resulted on a customers account being overdue. Take ownership of complex cases and phone calls that cannot be resolved during the first contact and ensure thorough resolution by capturing all necessary details and updating CRM. Manage backorder follow-ups and supplier coordination to ensure timely delivery of customer orders. Handle complex quotes and orders that involve bespoke requirements, collaborating with Account Managers and customers where necessary. Maintain and manage cases related to order fulfilment, including tracking progress and liaising with suppliers, and internal stakeholders to ensure completion Drive high customer satisfaction (CSAT) and net promoter score (NPAS) outcomes scores through consistent, high-quality service delivery. Collaborate with the Senior Sales Support Coordinators on escalated or complex cases that require additional support Maintain and manage the Commercial B2B Web fulfilment program, order allocations, refunds, transfers, and emails The setting up of new customers in the Point-of-Sale systems and maintaining existing customer records Liaise with Inventory/Support to correct invoicing/stock discrepancies Meet daily, weekly and monthly key performance indicators (KPIs).