At Ridley, we are committed to building a diverse and inclusive workplace where every employee is valued and respected. As Australia's leading provider of animal nutrition solutions, we have played a vital role in supporting the agricultural industry and broader food chain for over 30 years. Our culture is one of collaboration, innovation, and continuous improvement.
What's on Offer?
We are looking for a proactive and customer-focused Customer Service Representative to join our team. This role is vital in delivering exceptional customer experiences through accurate order management, responsive customer support, and strong collaboration with internal stakeholders across sales, logistics, supply chain, and operations.
Working closely with the Head of Customer and acting as a key member of the customer service team, the successful applicant will be action-oriented and have demonstrated abilities to manage day-to-day order entry, handle inbound calls, support a regional customer portfolio, achieve KPIs and targets, and partner with the sales and marketing teams to support business growth initiatives.
Key Accountabilities
* Handle day-to-day order entry for customer orders received across the regional portfolio.
* Ensure accurate order entry and achievement of associated KPI metrics.
* Professionally manage inbound customer calls and enquiries while delivering against service KPIs.
* Provide support and resolution for customer and stakeholder enquiries relating to orders, stock availability, delivery timelines, and product information.
* Proactively contact customers regarding order management matters, including out-of-stock products, backorders, substitutions, and reorder arrangements.
* Act as a conduit between sales teams, sites, customers, and internal stakeholders to ensure timely communication and updates.
* Support various administration requirements relating to sales systems and programs.
* Assist Head of Customer with daily operational and customer service activities.
* Manage escalated customer enquiries and complaints, ensuring issues are resolved efficiently and professionally.
* Collaborate closely with sales, logistics, supply chain, and operations teams to support customer outcomes and business objectives.
* Assist with the preparation and completion of weekly and monthly reporting tasks, including open orders and other key reporting requirements.
* Support the execution and measurement of outbound customer service sales campaigns and initiatives.
* Contribute to continuous improvement initiatives by identifying opportunities to enhance customer service processes and systems.
* Maintain accurate and up-to-date customer records within ERP and CRM systems.
Qualifications and Experience
* Previous experience operating in customer service, operational, FMCG, manufacturing, or supply chain environments.
* Strong verbal and written communication skills with the ability to engage effectively across all levels of the business.
* High attention to detail and strong organisational skills.
* Sound computing skills with experience using Microsoft Office Suite and ERP/CRM systems such as Microsoft AX.
* Ability to multitask and work effectively under pressure in a fast-paced environment.
* Results-driven with strong problem-solving capabilities.
* Comfortable working autonomously while also thriving in a collaborative team environment.
* Strong stakeholder engagement and relationship-building skills.
* Strong computer literacy and experience with ERP/CRM systems.
* Excellent communication and organisational skills.
* Experience within agribusiness, FMCG, manufacturing, or supply chain industries. (desirable)
* Exposure to outbound sales campaigns or customer engagement programs. (desirable)
Open to applicants with Australian unrestricted work rights. Ridley is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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