Customer Service Advisor

5 months ago

Murarrie, Australia En Route International Full time

**Benefits**
- 24 annual leave days per year
- Flexitime
- Up to 15% bonus
- Gym Membership - 50% off at Snap Fitness
- Ongoing professional development and career opportunities
- In person team building events
- Supportive and energetic team culture

**Company overview**

En Route International operates globally as part of dnata, one of the world’s largest combined air services providers. With offices in the UK, USA, Australia and UAE, En Route supplies premium baked goods, meals and snacks to the travel industry. We focus on partnering with world-class manufacturers, customising products and packaging to suit individual customer needs while managing a complex supply chain with the highest levels of precision.

**Job purpose**

Reporting to the Fulfilment Manager, you will be required to liaise closely with our warehouse partners to manage inventory and ensure on time in full deliveries to En Route’s customers. You will assist with the daily processing of customer order and ensure accurate and timely delivery of products. This will include dealing with customer queries relating to non/short delivery or inaccuracy of products delivered. Co-ordination of extra orders, stock management and product samples will also be a requirement.

Given the size of the team in Australia, the role will also be responsible for general administration duties.

**Key Responsibilities**

This role is a key customer contact role; highly visible and being the first point of contact for our customers. Providing high quality customer service is paramount. Your key objectives are set out below:

- Oversee the ordering process to ensure all orders are received and processed in accordance with nominated timeframes.
- Ensure orders meet En Route terms & conditions regarding MOQ’s and leadtime.
- Inform customers regarding delivery status.
- Coordinate freight requirements and work closely with nominated 3PL’s to ensure on time and accurate order processing and picking.
- Liaise with freight providers and monitor OTIF deliveries to all customers.
- Request PODs with 3PL and ship orders in ERP system to ensure invoices can be issued to customers in a timely manner.
- Frequently liaise with customers responding to enquiries (such as resolving delivery issues, credit requests, price queries, delivery challenges, etc.).
- Assist with analysis of costs & performance against agreed KPI’s.
- Identify any implement improvement opportunities / initiatives.
- Liaise with Supply Chain team for stock replenishment.
- Reconcile and process all 3PL service invoicing, identifying and resolving any discrepancies/request for credits.
- Ensure accurate product inventory stock levels on ERP system, aligning with third party warehouses and provide Finance with accurate monthly reconciliation.
- Undertake any other duties which may from time to time be assigned.

**Knowledge and skills**
- Minimum 1-year experience in a logistics/supply chain, distribution or admin role.
- Previous customer service or/and admin experience will be highly regarded.
- Excellent communication and interpersonal skills.
- Good computer skills and a working knowledge of all Microsoft Office
- Experience with ERP is required (Business Central preferred).
- Excellent verbal and written skills.
- Manages time effectively and is a self-starter with a high degree of attention to detail.
- Ability to work principally with mínimal supervision and can problem solve independently.
- Is open, flexible, adaptable, and resilient to changes in work demands and situations.

**Job Types**: Full-time, Permanent

Pay: $60,000.00 - $70,000.00 per year

Supplemental pay types:

- Bonus

Ability to commute/relocate:

- MURARRIE, QLD 4172: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Outbound call centre: 1 year (preferred)
- Customer service: 1 year (preferred)

Work Authorisation:

- Australia (required)

Work Location: In person

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