Our client is a highly respected, Australian-owned family business with over 50 years of operation and a strong national footprint in the steel industry. Due to continued growth and an internal commitment to elevating their customer service standards, they are seeking a hands-on professional to join their tight-knit team in Blacktown. This role is about more than just taking calls. You will be a key partner in change management, taking ownership of the customer journey from the moment the order is received until it reaches the site. You will be the primary point of contact for customer enquiries, bridging the gap between sales, production, and transport to ensure a seamless experience. Your focus in this role will include: Planning and allocating sales orders to specific transport loads. Working directly with production planning to ensure customer requests are fulfilled. Coordinating with transport carriers and loading staff to manage efficient dispatches. Communicating proactively with production managers and sales staff if delays arise, providing alternative solutions. Handling all customer interactions and resolving any issues with professionalism and urgency. Championing process improvements to streamline operations and ensure our sales team remains focused on growth rather than day-to-day coordination. To be successful, you will bring: Demonstrated experience in production planning or transport coordination. A strong sense of urgency and the ability to work under pressure in a fast-paced environment. Excellent organisation and time management skills. The confidence to negotiate outcomes for various stakeholders and manage customers with varying styles. Proficiency in Microsoft Office and ERP systems. A "get it done" attitude; you are a team player who is comfortable in an established, results-driven family business. This is a unique opportunity to make a real impact in a stable, national business that values practical problem-solvers. If you are looking for a role where you can drive change and take customer service to the next level, we want to hear from you.