Customer Care Representative

DKSH; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

DKSH is seeking a Customer Care Representative in Sydney to deliver an exceptional customer experience by managing end-to-end order fulfilment, handling enquiries, and escalating issues to the right teams. You will work with warehouses and transport providers to ensure on-time delivery and maintain stock accuracy.

The role requires 2+ years in FMCG customer service, proficiency in SAP and CRM systems, and a proactive, customer-focused mindset to support stock, delivery, and continuous

Qualifications

• Qualification in Customer Service, Business, or related discipline.
• 2+ years' customer service experience within FMCG or grocery.
• Proficient in SAP and CRM systems.
• Strong communication, problem-solving and relationship-building skills.
• Customer-focused team player with a proactive and adaptable approach.

Responsibilities

• Act as the primary contact for customer orders, shipment updates and enquiries.
• Manage the end-to-end order process, from order entry through to fulfilment and service reporting.
• Respond to customer enquiries and resolve issues via phone and email in line with service standards.
• Handle customer orders, complaints and requests, escalating where required.
• Liaise with warehouses and transport providers to ensure on-time delivery and communicate issues proactively.
• Support inventory control, stock reconciliation, credit claims and stock returns.
• Monitor outstanding orders and take corrective action, keeping customers and account managers informed.
• Collaborate across departments to manage stock availability, shortages and obsolete inventory.
• Ensure orders are processed accurately and within company guidelines.
• Maintain product and service knowledge to effectively support customers.
• Record and manage customer complaints, ensuring timely resolution by relevant stakeholders.
• Contribute to continuous improvement, customer experience enhancements and operational efficiency.

Skills

Customer service

Communication

Problem-solving

Team player

Relationship building

Education

Qualification in Customer Service, Business, or related discipline

Tools

SAP

CRM systems

Job description

At DKSH, our mission is to enhance lives by connecting people with exceptional products, services, and insights. As the trusted partner for companies looking to expand their reach in Asia and beyond, we are dedicated to driving growth across our Business Units: Consumer Goods, Healthcare, Performance Materials, and Technology.

About the Role

The Customer Care Representative plays a key role in delivering an exceptional customer experience by building strong customer relationships and ensuring accurate, timely order fulfilment. This customer-focused role requires a proactive, solutions-oriented approach, with responsibility for managing orders through to delivery and escalating issues to the appropriate stakeholders when required.

What You Will Deliver

Act as the primary contact for customer orders, shipment updates and enquiries

Manage the end-to-end order process, from order entry through to fulfilment and service reporting

Respond to customer enquiries and resolve issues via phone and email in line with service standards

Handle customer orders, complaints and requests, escalating where required

Liaise with warehouses and transport providers to ensure on-time delivery and communicate issues proactively

Support inventory control, stock reconciliation, credit claims and stock returns

Monitor outstanding orders and take corrective action, keeping customers and account managers informed

Collaborate across departments to manage stock availability, shortages and obsolete inventory

Ensure orders are processed accurately and within company guidelines

Maintain product and service knowledge to effectively support customers

Record and manage customer complaints, ensuring timely resolution by relevant stakeholders

Contribute to continuous improvement, customer experience enhancements and operational efficiency

Demonstrate learning agility, accountability and a commitment to high performance and change

What You Bring

Qualification in Customer Service, Business, or a related discipline

2+ years' customer service experience within FMCG or grocery

Proficient in SAP and CRM systems

Strong communication, problem-solving and relationship-building skills

Customer-focused team player with a proactive and adaptable approach

Why Join DKSH

At DKSH, we help companies grow in Asia and enable people to perform at their best. You will be part of an organization that values accountability, collaboration, and long-term partnerships. We offer a dynamic environment where your contributions are visible and where you can build a meaningful career.

If you're ready to take the next step in your career and be part of a rapidly growing, globally successful company that offers abundant opportunities for career advancement, we invite you to explore this exciting opportunity.

DKSH is proud to be an inclusive workplace that values diversity. We encourage applications from individuals of all backgrounds, experiences, and identities.

Please note: To be considered for this position, you must have the legal right to work in Australia.