Customer Experience & Logistics Specialist

Link Snacks; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

Link Snacks in Australia is seeking a dedicated Customer Experience Agent to bridge Sales, Production and Logistics, owning end-to-end service and advanced order management for a seamless flow of information.

You will handle proactive customer engagement, resolve issues swiftly, oversee last-mile shipments, monitor EDI interfaces, and prepare monthly consumer feedback reports while upholding the Link Snacks values and delivering exceptional experiences for our APAC clients.

Qualifications

• Proven experience within a customer experience team.
• Sound logistics experience across all modes of transportation.
• Experience handling export documentation and shipping requirements.
• Proven inventory and stock control exposure.

Responsibilities

• Ensure customer order status and tracking updates are communicated.
• Coordinate customer queries, complaints, and non-conformance responses.
• Oversee processing, accuracy, and maintenance of customer records.
• Monitor EDI interfaces daily for accuracy and error resolution.
• Communicate and troubleshoot with customers regarding out-of-stock, missed deliveries, re-bookings etc.
• Approve sales order returns/credit memos for rejected and/or damaged stock.
• Organise free samples/stock to be sent to respective customers.
• Manage and maintain the GS1 database to ensure all branded product information is accurate.
• Provide energetic, professional, and friendly customer service support.
• Co-ordinate the consumer care process, and ensure direct feedback is responded to, including consumer compensation where required.
• Prepare and issue monthly reports on consumer feedback trends and necessary actions.
• Oversee “Last mile” shipments, ensuring all documentation is correct and complete, per customer market.
• Ensure all pre-shipment and pre-invoice requirements have been met, prior to customer delivery.
• Monitor and track order delivery updates, for status and impact on customer.
• Ensure product traceability is maintained and regularly reviewed.
• Provide business visibility on weekly basis on back-order status, SIFOT, manufacturing lead-times, etc.

Skills

Customer experience

Logistics experience

Export documentation

Inventory control

Job description

Link Snacks in Australia is seeking a dedicated Customer Experience Agent to bridge Sales, Production and Logistics, owning end-to-end service and advanced order management for a seamless flow of information.

You will handle proactive customer engagement, resolve issues swiftly, oversee last-mile shipments, monitor EDI interfaces, and prepare monthly consumer feedback reports while upholding the Link Snacks values and delivering exceptional experiences for our APAC clients.