Senior Customer Service Representative
Full-time | Wingfield SA | 5 days on-site | Above-average salary | Genuine growth pathway
We're partnering with a well-established manufacturing and distribution business that is looking for an experienced, confident Senior Customer Service Representative to join their team. This is a hands-on, highly visible role where you'll be the go-to person for escalations, process improvements and customer experience — perfect for someone wanting to step up and grow.
You'll be working on-site five days a week with a supportive, tight-knit team and strong leadership. The business is growing, the work is varied, and there's real opportunity to progress into more senior responsibilities over time.
About the Role
In this role, you'll be the key contact for allocated customers, ensuring their orders, enquiries and daily requirements are managed smoothly and professionally. You'll also act as an escalation point for complex issues, support the Customer Service Manager, and mentor more junior members of the team. This position suits someone who takes pride in accuracy, communication and calm, solution-focused service — someone who enjoys owning their work and keeping everything running seamlessly.
What You'll Be Doing
• Manage customer accounts, orders, supply requirements and ongoing communication
• Handle escalated enquiries, complaints and complex issues across phone and email
• Mentor and support Customer Service Representatives, providing coaching and guidance
• Monitor service standards and help refine customer service processes and documentation
• Work closely with internal teams (warehouse, production, sales, admin) to resolve issues quickly
• Prepare quotes, process invoices, update CRM and product specifications with high accuracy
• Coordinate artwork proofs, printing plate details and specification updates where required
• Oversee dispatch communication, delivery dates and customer stock schedules
• Maintain strong customer relationships through proactive updates and regular follow-ups
• Support the Customer Service Manager with reporting, quality assurance and continuous improvement initiatives
• Contribute to a clean, professional, and compliant working environment
Why You'll Love This Role
•
Above-average salary
for the right experience - up to 95k + Superannuation
•
Opportunity for growth
into more senior responsibilities as the business expands
• Stability in a long-standing, respected business
• Varied work every day — this is more than just a standard customer service role
• Supportive leadership with a strong focus on development and improvement
About You
• Minimum 7 years' experience in a customer service role, ideally in a fast-paced environment
• Confident handling escalations with professionalism and empathy
• Strong communicator who builds rapport easily
• High attention to detail and strong organisational skills
• Able to mentor others and support team development
• Proficient with CRM systems and Microsoft Office
• Thrives in a structured, busy, team-based environment