Customer Service Representative

2 weeks ago

Sydney, Australia Lion Full time

We are seeking a proactive and detail-oriented **Customer Service Representative (Internal Job Title is Service Operations Executive**to join our logistics service team and play a key role in delivering effective support for logistics services and the sales teams.

Reporting to the Logistic Services Leader and working in a team of 14, your efforts will contribute to achieving key services, ensuring customer-centric solutions for Lion’s supply chain. You will be instrumental in supporting both our national on-premise and field sales teams in achieving their strategic and tactical goals, all while maintaining a world-class, customer-oriented supply chain at optimal costs.

This is a Permanent Full Time position based in our Sydney CBD office, this position offers a hybrid working model which allows you work 2 days at home and 3 days in the office.

**Key Responsibilities**:

- ** Order Intake and Processing**:Efficiently manage order intake through SAP and CRM, ensuring accurate processing, confirmations, and ongoing support.
- ** Proactive Keg and Product Return Management**:Take ownership of keg and product return management, ensuring smooth operations and minimizing disruptions to service.
- ** SAP Utilization and Daily Cut-off Management**:Leverage SAP tools to ensure effective daily cut-offs are run, and monitor order flow for any discrepancies.
- ** Order Reallocation and Stock Management**:Proactively manage order reallocations during stock outages, creating allocations and restrictions as necessary. Work closely with the Sales Communication team to communicate stock management updates.
- ** SAP Transactional Activities**: Perform a variety of SAP transactional activities, including order creation, adjustments, releasing, and invoice processing, ensuring data accuracy at all times.
- ** Issue Escalation and Risk Management**: Identify and escalate any issues that could lead to service failures or increased costs, acting swiftly to mitigate risks.
- ** Root Cause Analysis and Continuous Improvement**:Support problem-solving and root cause analysis efforts alongside the broader Supply Chain team, contributing to continuous process improvements and operational efficiency.
- ** Inventory Support (if required)**: Assist in undertaking inventory management processes when needed to ensure stock levels are optimized.

**Key Requirements**:

- Knowledge and experience in SAP is highly desirable
- Detail-oriented with a focus on accuracy in order processing and inventory management
- Excellent communication and problem-solving skills
- Ability to work collaboratively within a team and across multiple departments
- A proactive, can-do attitude with the ability to handle escalated issues effectively
- Previous experience in logistics, supply chain, or sales operations is highly advantageous

We are committed to diversity, equity, and inclusion, and leveraging unique perspectives to innovate and grow.

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