Customer Service Officer

Job Title

Customer Service Officer

Position Overview

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

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.
• Analyze 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. (up to 10 hours)
• Must have the ability to enter information using a computer keyboard for extended periods of time (up to 10 hours).
• Sitting for extended periods of time is required (up to 10 hours). Stretching and periodic standing in the work area are encouraged.
• Must be able to work in a phone intensive environment taking up to 200 phone 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 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

• 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 organizational 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.