Customer Service Officer
Customer Service Officer
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Job Description
Job Title
Customer Service OfficerPosition Overview
Job Description
Note: This Job Description is not intended to describe every element of the position. From time to time staff may be asked to perform various job related duties not listed.
TITLE: Customer Service Officer
Reports to: Customer Service Manager
Based at: Melbourne Australia
Date: 7th November 2024
Position Objective:
Effectively and courteously process orders prepare correspondence and conduct inquiry as requested by the customer sales marketing and customer service management. Represent Shaw in a positive manner while interacting multiple times a day with key customers. Provide additional customer support through detailed followup from order processing to delivery of the product.
Essential Duties:
- Perform all order entry maintenance and inquiry along with other duties as assigned.
- Communicate all backorder and order issues to customers on a regular basis
- Communicate with procurement and or distribution to expedite customer needs
- Monitor orders and inventory position as needed to maximize service and reduce inventory and inventory handling costs.
- Analyze stock positions and address concerns for customers
- Represent Shaw in a positive and professional manner while interacting multiple times a day with key customers
- Responsible for the resolution of routine questions and problems. Provide alternative suggestions to satisfy customer requirements when necessary
- Must make sound decisions based on customer company and employee needs while ensuring compliance with department and company policies and procedures
- Seek to understand and anticipate the unique needs of customers
- Responsible for maintaining a professional relationship with customers
- Create a positive customer experience through professionalism knowledge and effort by creating a climate in which the customer has confidence.
- Retain knowledge of and understand the requirements provided for the performance of all duties.
- Analyse job related information and make decisions based on previous experience.
- Use good judgment to control call interaction and when possible strive for single call resolution
- Personally promote a positive work environment by exemplifying honesty integrity and passion
Physical Requirements:
- Must be able to view computer screen for long periods of time.
- Must have the ability to enter information using a computer keyboard for extended periods of time.
- Sitting for extended periods of time is required. Stretching and periodic standing in the work area is encouraged.
- Must be able to work in a phone intensive environment with the ability to answer a large volume of calls per day.
- Must be able to work in a structured environment with a high level of accountability.
- Must be able to bend reach above ones head and occasionally lift up to a maximum of 16 kilos
- Ability to adjust to the stress of meeting deadlines.
Training Requirements:
- Training will address the essential duties required of this position.
- This position will require continuous product and technical training.
- Various systems training required to perform tasks.
Other Requirements:
- Knowledge of Netsuite and M365 preferred.
- High School Certificate Bachelor Degree preferred.
- Minimum of 2 years of Customer Service sales or other highly interactive service experience.
- Clear professional and concise communication skills; written and verbal.
- Must have proficient adaptable computer skills
- Basic mathematical skills.
- Selfmotivated and possess excellent organisational skills.
Required Competencies:
- Manage Work
- Build Customer Satisfaction
- Continuous Improvement
- Collaborate
Work Shift
Required Experience:
Unclear Seniority
Employment Type
Full-Time
