Key Responsibilities
Customer Interaction & Support
* Respond to customer enquiries promptly across phone and email channels.
* Provide accurate information on product availability, pricing, and order status.
* Ensure every customer interaction reflects a positive, solutions‑focused experience.
* Handle customer complaints professionally and follow through to resolution.
Order Processing & Accuracy
* Enter customer orders with zero errors, ensuring correct pricing, product codes, and delivery details.
* Use Oracle systems to process and manage orders efficiently.
* Manage EDI orders for key customers, ensuring seamless electronic transactions.
* Check stock availability and coordinate with the warehouse to fulfil orders on time.
Operational & Administrative Duties
* Process new customer account forms and ensure all documentation is complete and accurate.
* Monitor workflow through the warehouse to ensure timely dispatch and delivery.
* Support the Sales team with customer‑related tasks, information requests, and order follow‑ups.
Key Performance Indicators (KPIs)
* Response times to customer enquiries meet or exceed service standards.
* Order entry accuracy (including pricing) maintained at 100%.
* EDI and Oracle transactions completed without errors.
* Customer complaints resolved within agreed timeframes.
* Positive customer satisfaction and feedback.
* Effective collaboration with Sales, Operations, Fabrication and Warehouse teams.
What Success Looks Like
You're the person customers trust—knowledgeable, reliable, and easy to work with. You keep errors to zero, stay ahead of deadlines, and help the team deliver a smooth, professional service experience every day.
Qualifications & Experiences
* High School Diploma
* A minimum of 2 years of Customer Service experience.
* Proficient with MS Office applications (Word, Excel, PowerPoint, Access, Outlook, Teams)
* Experience with ERP systems
Knowledge & Skills
* Demonstrated ability to handle multiple tasks and assignments simultaneously, set and work to deadlines and priorities
* Strong oral and writing communication skills
* Data Entry Skills
* Passion for Customer Service
Measures of Performance
* Customer relationship management and relevant metrics
Personal & Job Attributes / Capabilities
* Communication skills
* Teamwork and Collaboration
* Multi-tasking and time management