Customer Service Officer - Somersby NSW
CSR Limited is a leading Australian Manufacturing business with a rich history and an exciting future. Recognised for our innovative and sustainable manufacturing approach, our high performing products are used in homes and businesses throughout Australia and New Zealand.
As the Customer Service Officer, you will be reporting to the Customer Service Manager, this role will be responsible for ensuring consistent high levels of service excellence to both external and internal customers.
This position is offering permanent full time work Monday to Friday, hours will be 8:30am - 4:30pm
**Key Accountabilities**:
- Oversee end-to-end customer experience, ensuring satisfaction and loyalty
- Maintain Telephony (IPFX) service levels to meet performance metrics (GOS)
- Coordinate with planning, operations, and dispatch teams for consistent service delivery
- Prioritize and manage day-to-day operational tasks efficiently
- Coordinate transport needs using TATP effectively
- Ensure accurate and timely order entry and processing
- Act promptly on date maintenance and error log management
- Generate credit claims and returns swiftly and accurately
- Cultivate strong interdepartmental relationships to achieve goals
- Mentor team members to enhance skills and performance
- Assist with technical customer queries, guided by technical experts
- Collaborate with customers to clarify project and site-specific requirements upfront
- Implement continuous improvement initiatives based on customer feedback (CX)
- Improve DIFOT results through streamlined processes and high-quality customer interactions
- Record DIFOT failures accurately in daily reports
- Adhere to CSR customer service standards and policies
- Uphold CSR SHE standards and ensure safety protocols are followed
- Identify and address safety and health issues within the customer service team
- Comply with WHSE authorities as outlined in the responsibility matrix
**About You**:
- Demonstrated experience in a similar role
- Maintain composure, professionalism, and approachability in high-pressure scenarios
- Foster cohesive team cooperation and communication through strong interpersonal skills
- Thrive in high-volume environments, handling tasks efficiently and effectively
- Excel in problem-solving with a focus on delivering customer-centric solutions
- Exhibit strong written and verbal communication abilities, adept at engaging various stakeholders
- Drive continuous improvement initiatives to enhance processes, productivity, and overall outcomes
**What's on offer**:
- Attractive compensation plus superannuation
- Join a supportive team, based in Somersby, NSW
- Join a reputable and expanding Australian corporation, a leader in the market
- Exciting career prospects with opportunities for on-the-job growth within CSR
- Enjoy access to CSR's extensive employee perks and discounts
**Culture**:
At CSR, we are committed to creating a supportive and engaging environment that recognises and rewards its people, enabling them to grow their career and truly thrive.
We are a diverse and inclusive organisation where differences are valued. We welcome people of all backgrounds, experiences, and abilities.
CSR has a strong commitment to health and safety, with a pre-employment medical policy requiring successful completion prior to an offer being made.
**How to Apply**:
If this role sounds like you and you're ready for you next career move, APPLY TODAY!