Customer Escalations Advisor (Manufacturing Operations)

Ucentric; Melbourne; Sur place; AUD 65 000 - 90 000; Plein temps

Résumé du poste

Ucentric is seeking a Customer Escalations & Operations Advisor for its Melbourne operations. This role focuses on investigating and resolving escalated customer and operational issues that require coordination across customer service, manufacturing, logistics and third-party fulfilment partners.

Based onsite at the Deer Park facility, you will work with production and fulfilment teams to address delays, damaged products and production issues, ensuring follow-up and a positive customer

Qualifications

• At least 2 years in customer service, customer resolutions, operations support or a similar role.
• Experience managing escalated complaints or operational issues through to resolution.
• Exposure to manufacturing, logistics, distribution, e-commerce fulfilment or retail operations.
• Ability to investigate problems, identify root causes and coordinate solutions across multiple teams.
• Strong written and verbal communication with internal stakeholders and external suppliers.
• Good organisational skills and the ability to manage competing priorities.
• Proficiency using Excel, Google Sheets or similar systems for tracking and reporting.
• Proactive, practical approach to problem-solving and continuous improvement.

Responsabilités

• Investigate and resolve escalated customer issues involving orders, production, delivery and product quality.
• Act as a key point of contact between customer service, manufacturing, logistics and external fulfilment partners.
• Coordinate the resolution of delayed orders, production holds, damaged products and other fulfilment issues.
• Work closely with quality and production teams to investigate complaints, labelling errors and operational concerns.
• Liaise with third-party suppliers and fulfilment providers to resolve order-related issues.
• Identify recurring problems and work with stakeholders to implement practical improvements.
• Maintain accurate records, reporting and communication relating to outstanding issues and resolutions.
• Monitor escalations and follow up proactively to ensure timely outcomes and a positive customer experience.

Connaissances

Customer service

Escalation handling

Operations coordination

Root cause analysis

Communication

Organisational skills

Problem solving

Teamwork

Outils

Excel

Google Sheets

Description du poste

12-Month Fixed-Term Contract | Full-Time Onsite | 8:00am–4:00pm

UCentric is partnering with a leading global e-commerce and retail organisation to recruit a Customer Escalations & Operations Advisor for its Melbourne-based operations.

Our client is an established international business with a significant manufacturing and fulfilment operation in Melbourne's western suburbs, supporting customers across Australia and New Zealand.

This is an opportunity for someone who enjoys solving problems, working across operational teams and taking ownership of customer issues through to resolution.

About the Role:

This isn't your typical customer service position. Rather than managing inbound enquiries, you'll be responsible for investigating and resolving escalated customer and operational issues that require coordination between customer service, manufacturing, logistics and third-party fulfilment partners.

When orders are delayed, products arrive damaged or production issues arise, you'll work with the relevant teams to understand what has happened, identify solutions and ensure appropriate follow-up.

You'll be based onsite at the organisation's Deer Park facility, giving you direct access to the operational teams responsible for production and fulfilment.

Key Responsibilities:

• Investigate and resolve escalated customer issues involving orders, production, delivery and product quality.
• Act as a key point of contact between customer service, manufacturing, logistics and external fulfilment partners.
• Coordinate the resolution of delayed orders, production holds, damaged products and other fulfilment issues.
• Work closely with quality and production teams to investigate complaints, labelling errors and operational concerns.
• Liaise with third-party suppliers and fulfilment providers to resolve order-related issues.
• Identify recurring problems and work with stakeholders to implement practical improvements.
• Maintain accurate records, reporting and communication relating to outstanding issues and resolutions.
• Monitor escalations and follow up proactively to ensure timely outcomes and a positive customer experience.

About You:

We're looking for someone who brings a combination of customer service experience, operational awareness and strong problem-solving skills.

Ideally, you'll have:

• At least 2 years of experience in customer service, customer resolutions, operations support or a similar role.
• Experience managing escalated customer complaints or operational issues through to resolution.
• Exposure to manufacturing, logistics, distribution, e-commerce fulfilment or retail operations.
• The ability to investigate problems, identify root causes and coordinate solutions across multiple teams.
• Strong written and verbal communication skills, particularly when working with internal stakeholders and external suppliers.
• Good organisational skills and the ability to manage competing priorities.
• Confidence using Excel, Google Sheets or similar systems for tracking, reporting and administration.
• A proactive, practical approach to problem-solving and continuous improvement.

Experience working directly within a manufacturing facility or managing operational issues involving physical products would be particularly valuable.

We also welcome applications from candidates with backgrounds in retail operations, logistics coordination, order management, customer resolutions or supplier management who have demonstrated strong ownership of customer outcomes.

Why Consider This Opportunity?

You'll have the opportunity to join an established global business and work closely with the teams responsible for delivering products to customers.

The role offers a varied mix of customer problem-solving, stakeholder coordination and operational improvement, making it well suited to someone who enjoys being close to the action rather than working exclusively behind a desk.

You'll also gain exposure to a large international organisation and its manufacturing, supply chain and customer operations.

Location & Working Arrangements

• Employment: Full-time, 12-month fixed-term contract covering parental leave.
• Hours: Generally 8:00am–4:00pm.
• Working arrangement: Onsite, 5 days per week.

Applicants must be comfortable working onsite at the Deer Park facility throughout the contract.

Interested?

UCentric is managing recruitment for this opportunity on behalf of our client.

If you enjoy resolving complex customer issues, working with operational teams and taking ownership of problems through to resolution, we'd love to hear from you.