Customer Service Officer

4 days ago

Newcastle, Australia Sandvik Full time

Customer Service Officer

Heatherbrae, NSW

About Us:
Our products and services prioritize safety and efficiency, supported by a resilient global supply chain and a team of experienced specialists. As a major manufacturer and supplier of ground control solutions for the mining and tunneling industry, we offer a comprehensive product portfolio and hold a strong market position. We are committed to ongoing development of new technologies aimed at improving project safety and efficiency.

We also provide galvanising and other related services to the mining, civil, marine, commercial, and industrial industries.

Why Sandvik?
- Inclusive Culture: We are committed to creating a diverse and inclusive workplace where everyone feels valued.
- Professional Growth: We offer continuous professional development opportunities and support. Grow within an expanding and ethical global organisation as we integrate into our Sandvik family
- Work-Life Balance: We provide gender-neutral paid parental leave to support our employees and their families and offer flexible working options
- Employee Wellbeing: Benefit from discounted private health insurance and other perks with leading providers. Access our employer-funded Employee Assistance Program (EAP) for you and your immediate family, and an optional Fitness Passport for you and your family.

About the Role

Based at Heatherbrae and reporting to the National Sales Manager - Coal, the Customer Service Officer will work closely with Sales Managers and internal teams to ensure seamless service delivery. Your role will involve managing customer enquiries, processing orders, coordinating logistics, and supporting production to meet lead times and uphold high standards of customer satisfaction. If you thrive in a fast-paced environment and have a strong background in internal sales and customer service, we’d love to hear from you

Key responsibilities include:

- The first point of contact for all customer enquiries such as orders, service needs, complaints, invoicing and disputes, responding where applicable or referring to the appropriate Sales Manager, or sales/account and technical/service representatives.
- Solve simple customer problems and analyse customer service needs for communication to other departments.
- Liaise with finance, production and logistics staff to provide internal sales support for the sales team.
- Develop and maintain strong and positive relationships with all internal stakeholders & customers
- Secure and renew orders, determine price within guidelines, arrange delivery dates and other matters to facilitate sales - including ensuring correct pricing, lead times, order quantities, delivery details etc. are correct against customer contracts, terms of sale and any relevant policies.
- Ensure customer orders are dealt with promptly, customers are advised of stock shortages where appropriate, invoicing detail and content are accurate
- Ensure all necessary documentation is produced and managed according to the procedure, including all invoicing and detailed sales reports.
- Assist the facilitation of debt collection by providing supporting documents/evidence and responding to queries from the finance team concerning outstanding customer accounts.

About You

Applications Close 8 October 2025

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