Customer Experience Officer

Job Title

Position Overview

Position Objective:
The Customer Service Officer (CSO) efficiently handles diverse inquiries from customers and
business partners about stock lead times orders and directs requests to relevant teams. Using
Salesforce the CSO manages cases from start to resolution escalating when needed and
consistently represents Shaw positively. The CSO also supports logistics and procurement functions
as directed by the CXM and senior team members.
Essential Duties & Responsibilities
Case Management & Workflow Ownership
Assign new cases from the worklist efficiently distribute workload among CSOs and keep
customers updated. Manage cases proactively document accurately follow up as needed
resolve outcomes clearly and escalate complex issues to senior staff when necessary.
Order Management & Customer Support
Perform order entry maintenance and enquiry management accurately and in a timely manner
along with other duties as assigned.
Monitor orders and inventory positions as needed to maximise service outcomes and reduce
inventory and handling costs.
Provide resolutions to routine questions and problems and recommend alternatives to meet
customer needs where required.
Use sound judgement to control call interactions and strive for single-call resolution wherever
possible.
Logistics & Procurement
Processing purchase orders and transfer orders requested by other CX team members to support
customer order fulfilment and keeping notes records and cases up to date.
Assisting with the creation of sea container and airfreight bookings including preparation of
associated import documentation.
Preparing arrival and receiving documentation for the warehouse to support inbound processing.
Processing the transfer of goods and batch/lot movements within the ERP system to ensure
accurate inventory positioning.
Providing regular updates to the CX and Sales teams on the status ETAs and arrival of inbound
goods.
Monitoring inventory levels on a weekly basis against predetermined targets and raising
replenishment orders when required.
Updating and maintaining daily logistics checklists as directed ensuring tasks are captured
progressed and marked complete.
Keeping documentation organised and up to date always with efficient communication
maintained within existing systems and programmes.

Communication & Cross-Functional Collaboration
Communicate frequently and proactively with customers to keep them informed even when a
resolution is still being sought.
Liaise with Logistics/Procurement Finance and Marketing in a timely manner to obtain
information required to resolve customer enquiries.
Communicate stock availability risks or fulfilment concerns to Logistics where needed if not
already addressed.
Participate in daily team meetings arriving prepared to discuss orders at risk
Assist ensuring cases of other team members are proactively managed in times of absence or
rostered days off.
Customer Experience (CX) & Associate Experience (AX)
Contribute to a positive customer experience through professionalism product and process
knowledge and consistent effortcreating a climate in which the customer has confidence and
feels looked after.
Contribute to a positive associate experience by treating colleagues and partners with respect
offering support and guidance when appropriate and demonstrating fairness and kindness.
Personally promote a positive working environment by exemplifying honesty integrity
accountability and passion.
Continuous Learning & Improvement
Maintain and continuously improve knowledge of systems products and processes to support
ongoing development and performance.
Analyse job-related information and make decisions based on previous experience policy and
customer/business needs.
Physical Requirements
Ability to view a computer screen for long periods of time.
Ability to enter information using a computer keyboard for extended periods.
Sitting for extended periods is required; stretching and periodic standing is encouraged.
Ability to work in a phone-intensive environment and manage a high volume of calls per day.
Ability to work in a structured environment with a high level of accountability.
Must be able to bend reach above ones head and occasionally lift to a maximum of 16kg.
Ability to manage the pressure and stress associated with deadlines and competing priorities.
Other Requirements (Qualifications & Experience)
Knowledge of Oracle Salesforce and Microsoft Suite preferred.
High School Certificate required bachelors degree preferred.
Minimum of 2 years experience in customer service sales or other highly interactive service
roles.
Clear professional and concise written and verbal communication skills.
Proficient adaptable computer skills and ability to learn new systems quickly.
Basic mathematical skills.
Self-motivated with strong organisational skills and the ability to manage competing priorities.
This Position Description is not intended to describe every element of the role. From time to time the
employee may be required to perform additional job-related duties not listed above including
supporting other departments as required.

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Work Shift