About Grove Juice Grove Fruit Juice is one of the largest Australian family-owned fresh fruit processors in Australia. We are Australian farming families crafting premium juice straight from our groves. Our brands include Grove Juice, Boost Juice, and Only Juice, as well as an extensive private label portfolio. We are a vertically integrated manufacturing business which includes large-scale farm production, high-volume raw juice extraction and world class automated bottling systems. We take care of the entire juice making process – we plant, grow, harvest, select and squeeze it ourselves, preserving what’s good for our customers. We’re more than a juice company. We’re a values-based business with a broad purpose to inspire real change and have an overall beneficial impact on our community. As we grow, our contribution to society grows, providing lasting value to our community that’s well beyond our operations. We want to leave our people, our families, our community, and our land in a better place, as a result of our success. Our philosophy is simple; we want to do right by our product, our people, our community and our land. The Opportunity We are in an exciting growth phase in our business, with a renewed focus on building and investing behind Australia’s favourite chilled juice brands. As a result, we are looking for an experienced Customer Service Officer to join our team in Mansfield on a full-time basis. As the Customer Service Officer, you will be the first point of contact for customer enquiries and help us maximise every sales opportunity through excellence in customer service. You will manage customer relationships by ensuring that customer enquiries are completed in accordance the Grove Customer Service process and provide effective customer service by responding to customer needs, managing expectations and liaising with stakeholders to achieve win-win outcomes for all. Key Responsibilities Build and maintain professional and courteous relationships with both internal and external customers. Ensure customer satisfaction by tending to and answering sales, orders, delivery and invoice enquiries; resolving issues to agreed standards and time frames. Ensure that timely communication to customers is adhered to regarding incomplete orders that impact delivery, against invoices/delivery dockets. Ensure that all information gathered in regard to customers and their issues are recorded in the manner and method provided. Complete, record and process customer orders. Raise invoices for all orders dispatched from all Grove sites. Ensure customer satisfaction through timely investigation and resolution of stock discrepancies, errors, omissions and delayed deliveries. Retrieve customer orders from Electronic Data Integration (EDI) and customer portals. Process customer orders and credit notes, and changes to credit notes. Enter and maintain accurate and current customer details in QAD. Communicate with planning team on orders processed and/or order issues that might affect production. Liaise with the Warehouse team with any order and/or product issues. Contribute towards the overall objectives of the team by maintaining productive and professional working relationships and by willingly backing up other team members as required. Assisting other team members as required, including but not limited to: – answering calls when others are otherwise occupied; – offering to complete work that may be allocated to others if your workload is completed for the day; – assisting to resolve customer complaints and concerns if your team member is unsure of how to achieve a resolution. Essential Criteria Minimum 2 years’ experience in customer service. Previous experience in an environment where customer satisfaction is the primary focus. Min 1 year working with structured processes that delivers superior customer experience . Previous experience working with ERP systems. Excellent time management skills. Efficient data entry skills. Team player. Outgoing and positive, willing to put customer first. Effective communication – verbal & written, active listener. Technology competent with advanced level of ERP knowledge. Knowledge of QAD will be an advantage. The salary and benefits package will be commensurate with experience and qualifications. If you meet the above qualifications and are excited about the opportunity to work with a dynamic and growing company, please submit your application for consideration.