Customer Experience Consultant

M3 Logistics; Brisbane; On-site; AUD 52,000 - 70,000; Full time

Job summary

M3 Logistics is seeking an experienced Customer Experience Consultant to join our Loganlea depot in Brisbane. The role focuses on customer service via email and phone and managing orders including deliveries.

You will work with warehouse, transport allocators and inventory to ensure seamless service, use Fresh Desk for tickets, and maintain updates in our warehouse management system. Office hours are Monday to Friday, 8:00am - 4:00pm, with prior administration experience in logistics preferred.

Qualifications

• Experience in customer service or administration, preferably in logistics.
• Ability to handle multiple tasks and maintain accuracy.
• Strong communication and teamwork capabilities.

Responsibilities

• Maintain the warehouse management system with accurate order updates.
• Print and collate pick slips and labels daily.
• Handle customer enquiries via Fresh Desk and phone in priority order.
• Follow up on failed orders and drive resolution.
• Use daily reports to identify issues and work with the WA team on fixes.
• Coordinate with warehouse, transport allocators and inventory for seamless service.

Skills

Customer service

Communication

Teamwork

Problem solving

Tools

FreshDesk

Job description

M3 Logistics is a national 3PL business that provides logistics and warehouse services & solutions to the home appliance industry. We Listen, We Respond, We Deliver to our growing list of top name brands and blue-chip customers.

Currently we are seeking an experienced Customer Experience Consultant to join our team based in our Loganlea depot.

Responsibilities

The primary responsibility of this role is customer service via email and phone communications, and managing orders including booking in deliveries to stores and direct to customers. You will be responsible for providing exceptional service to the clients of M3 Logistics and their customers by performing the required tasks and responding to queries and requests in a professional and timely manner.

Key responsibilities will include:

• Maintain our warehouse management system with accurate updates on orders
• Printing and collating pick slips and labels daily
• Answer customer enquires through Fresh Desk tickets (email system) and phone calls in order of priority
• Follow up on failed orders, identify the reason and work towards a resolution
• Use daily reports to identify issues and implement resolutions collaboratively with the WA team
• Manage client requests outside of standard process effectively and follow through to completion
• Understand pricing structures to ensure invoicing is correct on non-standard jobs
• Work collaboratively with warehouse, transport allocators and inventory to ensure a seamless service to our clients

About You:

We are looking for someone that is available Monday to Friday 8:00am - 4:00pm to work in the office. You will have previous administration experience, preferably within a logistics environment.

Key capabilities and attributes:

• Sense of urgency
• Ability to work with a team to achieve results
• Handle pressure while maintaining professional
• Have a desire to continually learn and improve