Job Title Customer Service Officer Position Overview Job DescriptionNote: 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 ManagerBased 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.