Matthew Paterson
Officer,VIC
Summary
Experienced and driven Sales Representative/Customer Service Manager with a proven track record of identifying customer needs and delivering effective solutions, with the proven ability to establish and maintain excellent communication relationships with clients. Well-developed organisational, communication and interpersonal skills with a capacity to provide support to internal and external stakeholders at all levels. Excellent time management skills combined with a superior knowledge of the customer service industry. Demonstrated proficiency in advanced computer skills across MS Office, Power BI, SAP and Salesforce platforms. A strong leader who works well under pressure, and exudes positivity.
Overview
15
15
years of professional experience
Work History
Operations & Customer Service
adidas Golf
Melbourne, VIC
04.2025 - Current
- Steer end‑to‑end order management: track inbound POs, minimise oversells, and ensure on‑time, in‑full delivery for all pre‑orders and bulk shipments.
- Champion DC operational excellence by designing KPI dashboards, analysing sell‑through and market‑share trends, and driving continuous improvement programs.
- Lead digital automation initiatives (EDI, online portals, DocuSign) that boost accuracy, speed, and self‑service adoption for internal teams and key retail partners.
- Optimise inventory and orderbook visibility to equip Sales, Commercial, and Product teams with real‑time insights, accelerating pipeline decisions and revenue growth.
- Manage returns, claims, cancellations, and customer contracts within brand guidelines, consistently exceeding service‑level targets and strengthening satisfaction scores.
- Collaborate cross‑functionally—Supply Chain, Product Marketing, and IT—to launch new ranges, execute data‑driven demand plans, and safeguard financial reconciliation.
Customer Service & Sales Support
adidas Golf
Melbourne, VIC
07.2022 - 04.2025
- Lead the sales order process, encompassing sales order collection, reservation, and confirmation.
- Ensure proper administration, documentation, and financial reconciliation of the customer base.
- Provide holistic support to Account Managers, serving as an extension of the Sales team.
- Proactively make outbound service calls to better support customer needs.
- KEY ACHIEVEMENTS
- Reduced customer service case closure times to an average of 1 day per month.
- Implemented template responses for improved efficiency and consistency in customer communication.
- Create and maintain the order book for the entire golf business.
- Introduced Power BI to the sales team, providing statistical sales data, order dispatch reporting, and product information.
- Consistently attained "overachieved" status in all half-yearly reviews since joining the company.
Customer Experience Consultant
Accent Group
Melbourne, VIC
04.2020 - 12.2020
- Delivered exceptional customer support through digital channels across 15 brands.
- Executed appropriate responses by staying updated with varying policies.
- Composed empathetic responses to customer inquiries and concerns.
- Exceeded CSAT KPIs by ensuring one-touch resolutions.
- Processed complaints efficiently and issued refunds promptly.
Business Development Manager VIC/TAS
Stuba
Melbourne, VIC
05.2017 - 12.2020
- Responsible for account development, cold calling, assessing client needs, and identifying solutions
- Manage account relationships, contract negations, sales, pricing and billing
- Collaborate with cross-functional teams to improve customer service experience
- Lead planning, strategy, proposal process, and bid preparation
- Perform market research on the competitive landscape and industry trends.
- Train and mentor new sales representatives.
- KEY ACHIEVEMENTS
- Trained, inducted, and coached new staff members.
- Consistently hit yearly sales targets
- Provided a number of strategies that resulted in improving team efficiency
- Saved clients time and money on multiple occasions through proactive customer service
- Attributed to signing a national franchise which is now one of the most high yielding for the company
Customer Service Manager
Stuba
Melbourne, VIC
05.2012 - 05.2017
- Delivered exceptional customer service to expanding clientele in Australia and New Zealand.
- Developed training programs for staff to enhance service delivery skills.
- Maintained documentation of processes and procedures for customer service operations.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Managed team of customer service assistants to ensure optimal service delivery.
- Analyzed statistical data, reporting insights to Director for sales strategy enhancement.
- Trained and developed new staff members to uphold service standards.
- Identified key areas for improvement to maximize efficiency and quality.
Internal Sales
Coventry Fasteners
Melbourne, VIC
05.2010 - 05.2012
- Promptly addressed customer requirements to enhance satisfaction and loyalty.
- Processed orders accurately and punctually, ensuring swift fulfillment.
- Maximized sales opportunities through strategic product recommendations.
- Provided products tailored to specific customer specifications.
- Maintained high-level customer service standards consistently.
- Assisted with warehouse duties, enhancing operational efficiency.
- Managed inwards and outwards goods effectively.
- Ensured workplace safety by adhering to health and environmental regulations.
Education
Diploma - Sport
Swinburne University
Hawthorn, VIC01.2022
Cert IV - Business Management
Swinburne University
Hawthorn, VIC01.2017
Year 12 -
Berwick Secondary College
Berwick, VIC01.2005
References
Darryn Lowe - 0434 609 270
Mark Luckey - 0404 889 013
Timeline
Operations & Customer Service
adidas Golf
04.2025 - Current
Customer Service & Sales Support
adidas Golf
07.2022 - 04.2025
Customer Experience Consultant
Accent Group
04.2020 - 12.2020
Business Development Manager VIC/TAS
Stuba
05.2017 - 12.2020
Customer Service Manager
Stuba
05.2012 - 05.2017
Internal Sales
Coventry Fasteners
05.2010 - 05.2012
Diploma - Sport
Swinburne University
Cert IV - Business Management
Swinburne University
Year 12 -
Berwick Secondary College
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