Customer Service Officer

Sugar Australia has an exciting opportunity for a Customer Service Officer with strong commercial experience and stakeholder management to join our team in a permanent full-time capacity, based at our Yarraville VIC head office. Reporting to the Customer Service Manager, this role will be crucial in ensuring smooth customer relationships, managing day-to-day service activities, and delivering customer support.

**Your key responsibilities will include, but are not limited to**:

- Actively engaging in all aspects of customer relationships and developing and maintaining mutually beneficial partnerships for both Sugar Australia and Wilmar Ingredients.
- Providing a high level of customer service, processing orders, handling requests, and resolving inquiries in a timely manner.
- Assisting Account Managers by liaising with key internal and external stakeholders to ensure all customer requirements are met.
- Working closely with dispatch teams to ensure customer delivery timeframes are met, managing expectations effectively when adjustments are needed.
- Acting as the first point of contact between the customer and the business.
- Supporting the Customer Service Manager by managing day-to-day operations within the customer service team, ensuring adherence to agreed processes and work instructions.
- Ensuring accurate order entry and coordination with the logistics and planning teams to deliver on commitments and meet customer needs.
- Handling customer complaints or escalations with professionalism and ensuring quick resolutions.

**Role hours**:
The hours of this role alternate weekly, with the hours rotating between 8:00 AM to 4:00 PM and 8:30 AM to 4:30 PM.

**What we're wanting you to bring to the table**:
This role is ideally suited to someone with a passion for customer service, excellent communication skills, and strong attention to detail.
- Experience in FMCG and working in a fast-paced environment is highly desirable.
- Experience with SAP or a similar ERP system is desirable.
- Training or education in customer service is advantageous.
- Excellent written and verbal communication skills.
- Intermediate computer literacy and the ability to quickly learn new systems.
- A passion for customer service, adaptability and a strong team ethic.
- Proactive, driven, and results-oriented with the ability to influence key stakeholders.
- Strong negotiation and interpersonal skills with attention to detail.

**About Sugar Australia**:
Sugar Australia is the nation's trusted partner in sugar and ingredient solutions, enabling our customers to make great products for every home. We own and operate refineries, packing facilities, sugar silo terminals, and warehouse distribution sites across the country.

It takes a great team to turn raw sugar into our many food-grade products, and we work hard to make the highest-quality liquid sugars, icings, syrups, and crystals. You'll find our retail products at your local supermarket under the iconic CSR sugar brand, and we supply refined sugar products and many other ingredients to the industrial, foodservice, and hospitality industries, supplying some of the largest brands in the country.

When joining the Sugar Australia team, you can expect to be part of a passionate and inclusive work environment that supports business growth and people development within a values-led culture. In return, you'll be remunerated with a competitive pay, onsite parking, hybrid working, access to an EAP provider, and access to our product library for those passionate bakers at heart.

Come work with us and make a difference

**Job Details**:

- Reference #
- 47323
- Posted on
- 07 Feb 2025
- Closes on
- 07 Mar 2025 23:55
- Location(s)
- Yarraville
- Expertise
- Customer Service
- Job level(s)
- Experienced
- Work type(s)
- Permanent
- More details (document)
- Business unit
- Sugar Australia