Customer Service Officer

21 hours ago

Broadmeadows, Australia Ikon Workforce Full time

**Primary Purpose**
- Manage customer expectations whilst ensuring the Company’s requirements for profitability, efficiency and safety are maintained.
- Maintain a quality, timely, accurate and efficient order fulfilment service.

**Key Responsibilities**
- Responsible for domestic and export customer base including end to end documentation processes.
- Timely and accurate order entries, processing of invoices and credits ensuring customer service is maintained.
- Proactively advises customers of any impending delivery issues and devises strategies to minimize adverse customer adverse customer reaction.
- Coordinate sales orders with the inventory and dispatch teams ensuring orders are delivered according to customer requirements.
- Resolve customer issues timely and effectively.
- Knowledge and understanding of customer trade agreements, ensure pricing and discounting hierarchy adherence.
- Ensure customer credit requests are investigated and processed timely and in accordance with the company Credit Policy and Procedure.
- Manage daily telephone enquiries and assist with reception relief as required.
- Work in accordance with customer service processes as devised and managed by the team leader.
- Work with the team on continuous improvement of processes.
- Other duties as may be required from time to time; the incumbent is expected to contribute to the full extent of his/her skill and ability

**KEY COMPETENCIES**
- Focuses on customer needs and satisfaction.
- Sets high standards for quality and quantity.
- Monitors and maintains quality and productivity.
- Works in a systematic, methodical and orderly way.
- Consistently achieves project goals.

**Key Experience and Attributes**
- Administration experience with a customer service focus.
- Excellent interpersonal, communication and negotiation skills, including telephone manner.
- Computer literate - Microsoft Outlook, Microsoft Office (Excel, Word)
- Experience in managing orders in an ERP system.
- Proven ability to interact with a range of stakeholders internal and external.
- Demonstrated ability to provide a high level of customer service with a resilience to working under pressure

and adapting to change.
- Sound problem solving and decision-making skills with the ability to plan and prioritise tasks.
- Export experience including raising documentation and knowledge of incoterms would be highly regarded.

**General Knowledge**
- Annual Package based on experience
- Immediate Start
- Northern Suburbs

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

**Salary**: $59,000.00 - $70,000.00 per year

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Broadmeadows, VIC: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (required)

Work Authorisation:

- Australia (required)

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