Customer Engagement Officer

5 days ago

Sydney, New South Wales, Australia The Comfort Group Full time $60,000 - $90,000 per year

In this role, you will be responsible for processing incoming orders, ensuring accuracy and efficiency in data entry. Playing a critical role in ensuring our customers receive their orders on time and with the correct specifications. Ensuring the customer receives an effective service by being efficient, knowledgeable and consistent in delivery, with the objective of achieving first contact resolution

Key Responsibilities

  • Respond to incoming customer enquiries, processing up to 50 orders daily.
  • Process allocated customer orders received via email in an accurate and timely manner.
  • Review product categories and ensure manufacturing lead times are communicated to customers.
  • Provide customer service support regarding order requests, order issues and delivery ETAs.
  • Analyse stock shortages, availabilities and expected lead times in JBA (AS400 system) system.
  • Troubleshoot and resolve incoming customer enquiries.
  • Data entry and administration duties, where and as required.

Safety & Quality

OHS accountabilities and responsibilities include but not limited to:

  • Safety and Quality Management System accountabilities and responsibilities relevant to the position as outlined in the Safety &/or QMS system guidelines and procedures.
  • Act responsibly for the safety of self and others, including the reporting of all hazards, incidents and near misses, wearing of any designated PPE, ensuring that tools/equipment are in a safe condition before use and your immediate work area safe with no trip, slip or fall hazards unresolved.
  • To work collaboratively with other team members to ensure a safe, productive, and enjoyable workplace.
  • Follow reasonable instructions and comply with the relevant safe work procedures.
  • Participate in OHS improvement activities.
  • Understand your site evacuation plan in preparation of an emergency.
  • Escalate unresolved issues to a SNR Manager, P&C Team and/or via the Whistle Blower process.

Conduct

Demonstrate and maintain a high standard of personal conduct to ensure compliance with all legislative and/or Company policy obligations including but not limited to:

  • Accurate recording of attendance, notification of absence and leave.
  • Ensure your conduct reflects the Company commitment to a workplace that is inclusive and free from any form of harassment or discrimination.
  • Ensure your fitness for duty, and the safety, health and welfare of yourself and others in the workplace, whether co-workers or visitors.
  • Ensure your personal conduct does not damage or harm the integrity or reputation of the Company, its employees, or clients.
  • Follow the dispute resolution reporting process for the reporting of personal grievances and related issues.

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