About The Role
As a Customer Service Specialist, you'll be a key partner for our customers; the first person they turn to for clear answers, smooth processes, and exceptional support. You'll help shape a seamless customer journey from the very first enquiry through to order completion, making a real impact every day.
Location
Rouse Hill, Sydney NSW (Remote with on‐site requirement). This is primarily a work‐from‐home role, with regular visits to the Rouse Hill warehouse (NSW 2155) as required. Candidates must be based in Sydney.
Key Responsibilities
* Provide first point of contact support for customer enquiries, resolving issues where possible and escalating when required.
* Manage order processing, including amendments, cancellations, error handling, and delivery coordination using ERP (M3) and CRM systems.
* Handle customer returns (claim and sales), including system processing, approvals, and coordination with logistics providers.
* Support warehouse operations as needed, including stock returns, stocktake, carbide recycling, and pick/pack activities.
* Coordinate export enquiries, including documentation, compliance, and delivery requirements with internal stakeholders.
* Manage customer cases end‐to‐end through the case management system, including logging, tracking, follow‐ups, and escalations in line with SLAs.
* Maintain accurate data across systems and ensure compliance with internal processes and quality standards.
* Communicate effectively with internal teams to resolve issues and improve customer outcomes.
* Identify and elevate process gaps or system issues, supporting continuous improvement initiatives.
* Meet service KPIs and contribute to team targets and overall customer satisfaction.
* Provide backup support across the team during peak periods or absences.
Required Competencies
* Strong customer focus with a genuine passion for delivering great service.
* Confident communicator with clear written and verbal English skills; additional languages are an advantage.
* Good interpersonal skills with the ability to build relationships and influence outcomes.
* Solid problem‐solving ability, with a practical and solutions‐focused approach.
* Flexible and adaptable, able to manage changing priorities in a fast‐paced environment.
* Resilient and able to stay calm under pressure.
* Reliable and proactive, with a willingness to support team needs as required.
* Strong attention to detail, ensuring accuracy across orders, systems, and documentation.
* Comfortable working with ERP (M3), CRM systems, and multiple platforms.
* Ability to manage multiple tasks at once, including order processing, customer enquiries, and case management.
* Process‐driven mindset with a focus on following procedures and maintaining data quality.
* Ability to work independently in a remote environment while staying connected with the team.
* Organised and structured, with the ability to meet deadlines and service level agreements (SLAs).
* Continuous improvement mindset, with the ability to identify gaps and suggest practical solutions.
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