Job TitleCustomer Service Officer
Position Overview
TITLE: Customer Service Officer
Reports to: Customer Service Experience Manager
Based at: Melbourne, Australia
Position Objective: Effectively and courteously process orders, prepare correspondence, and conduct inquiry as requested by the customer, sales, marketing and customer service management. Represent Shaw in a positive manner while interacting multiple times a day with key customers. Provide additional customer support through detailed follow-up from order processing to delivery of the product.
Essential Duties
* Perform all order entry, maintenance, and inquiry along with other duties as assigned.
* Communicate all backorder and order issues to customers on a regular basis.
* Communicate with procurement and or distribution to expedite customer needs.
* Monitor orders and inventory position as needed to maximize service and reduce inventory and inventory handling costs.
* Analyze stock positions and address concerns for customers.
* Represent Shaw in a positive and professional manner while interacting multiple times a day with key customers.
* Responsible for the resolution of routine questions and problems. Provide alternative suggestions to satisfy customer requirements when necessary.
* Must make sound decisions based on customer, company and employee needs, while ensuring compliance with department and company policies and procedures.
* Seek to understand and anticipate the unique needs of customers.
* Responsible for maintaining a professional relationship with customers.
* Create a positive customer experience through professionalism, knowledge and effort by creating a climate in which the customer has confidence.
* Retain knowledge of and understand the requirements provided for the performance of all duties.
* Analyze job related information and make decisions based on previous experience.
* Use good judgment to control call interaction and when possible strive for single call resolution.
* Personally promote a positive work environment by exemplifying honesty, integrity and passion.
Physical Requirements
* Must be able to view computer screen for long periods of time (up to 10 hours).
* Must have the ability to enter information using a computer keyboard for extended periods of time (up to 10 hours).
* Sitting for extended periods of time is required (up to 10 hours). Stretching and periodic standing in the work area are encouraged.
* Must be able to work in a phone intensive environment taking up to 200 phone calls per day.
* Must be able to work in a structured environment with a high level of accountability.
* Must be able to bend, reach above one's head and occasionally lift up to 16 kilos.
* Ability to adjust to the stress of meeting deadlines.
Training Requirements
* Training will address the essential duties required of this position.
* This position will require continuous product and technical training.
* Various Systems training required to perform tasks.
Other Requirements
* High School Certificate, Bachelor Degree preferred.
* Minimum of 2 years of Customer Service, sales or other highly interactive service experience.
* Clear, professional and concise communication skills; written and verbal.
* Must have proficient adaptable computer skills.
* Basic mathematical skills.
* Self‐motivated and possess excellent organizational skills.
Required Competencies
* Manage Work
* Build Customer Satisfaction
* Continuous Improvement
* Collaborate
Work Shift
Shaw Industries is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.
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