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Hybrid Customer Service Officer at ShawInc

ShawInc ·  3198 - Melbourne, Building 3A, 650 Church Street, Richmond, Victoria Australia, Australia · Hybrid

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Job Title

Customer Service Officer

Position 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 follow-up 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 one’s 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.
  • Self-motivated and possess excellent organisational skills.

Required Competencies:

  • Manage Work
  • Build Customer Satisfaction
  • Continuous Improvement
  • Collaborate

Work Shift

Shaw Industries is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.
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