Customer Experience Representative

Flavour Makers; Melbourne; On-site; AUD 55,000 - 65,000; Full time

Job summary

Flavour Makers in Melbourne seeks a Customer Service Representative to be the main contact for customers, addressing inquiries, resolving issues, and ensuring satisfaction across products and orders. You will collaborate with logistics and sales teams, assist with orders (domestic and export), track shipments, process returns, and provide accurate information with empathy and professionalism.

The ideal candidate has 3+ years in customer service or sales, experience in food manufacturing or

Qualifications

• Minimum 3 years in customer service or sales.
• Experience in food manufacturing or related operations preferred.
• Strong communication and interpersonal skills.
• Highly accurate data entry and administrative proficiency.
• Ability to follow processes and meet deadlines.

Responsibilities

• Provide support and assistance to customers with questions, concerns, or issues, including inquiries, troubleshooting, and guidance.
• Serve as primary contact for delivery scheduling, product inquiries, credit requests, and onboarding.
• Address complaints professionally, investigate issues, and escalate when necessary.
• Provide product or service information, including pricing and availability.
• Assist customers with placing orders (domestic and export), tracking shipments, and processing returns.
• Enter and manage orders and invoicing through retail portals such as Coles, Woolworths, and IGA.
• Respond promptly to emails following a first-in, first-out approach.
• Generate and customize invoices, delivery dockets, and COAs to meet requirements.
• Coordinate and book delivery time slots according to customer preferences and logistics.
• Document customer interactions, inquiries, complaints, and resolutions in Flavour Makers Database (FMDB).

Skills

Customer service

Sales experience

Communication skills

Attention to detail

Education

VCE or equivalent

Driver's Licence

Tools

Excel

Word

PowerPoint

Google Suite

Job description

The primary role purpose of a Customer Service Representative is to serve as the main point of contact for customers, addressing inquiries, resolving issues, and ensuring overall satisfaction. Customer Service Representatives are responsible for delivering timely, accurate, and professional assistance, promoting positive customer experiences, and fostering long-term relationships that contribute to the success and reputation of the company. This role involves demonstrating empathy, problem-solving skills, and product knowledge while adhering to company policies and procedures to deliver consistent and exceptional service

A Customer Service Representative will collaborate with cross-functional teams to enhance customer experience and contribute to the overall success of the organisation's sales efforts.

Key responsibilities

Providing support and assistance to customers who have questions, concerns, or issues with products or services, including answering inquiries, troubleshooting problems, and providing guidance

Act as a primary point of contact for customers regarding delivery scheduling, product inquiries, credit requests, and onboarding processes

Addressing customer complaints effectively and professionally, aiming to resolve issues to the customer's satisfaction, investigating problems, offering solutions, or escalating issues to supervisors when necessary

Offering product or service information to customers, including basic capability, pricing, and availability

Assisting customers with placing orders (both domestic and export), tracking shipments, and processing returns

Enter and manage orders and invoicing through retail portals such as Coles, Woolworths, and IGA to facilitate timely transactions

Respond promptly to all incoming emails following a first-in, first-out approach

Generate and customise invoices, delivery dockets, and Certificates of Analysis according to specific customer requirements

Coordinate and book delivery time slots in accordance with customer preferences and logistical constraints

Document customer interactions, inquiries, complaints, and resolutions accurately in a FMDB (Flavour Makers Database) system

About you

3 years plus customer service or sales experience preferred

Previous experience in the food manufacturing industry and/or operational/logistics/manufacturing environment

VCE or equivalent preferred

Driver's Licence preferred

Highly developed interpersonal and communication skills

Proficient in administrative tasks and data entry with strong emphasis on attention to detail, accuracy, and effective time management skills

Excellent verbal communication skills for effectively conveying ideas, instructions, and feedback

Proficient in Excel, Word & PowerPoint - previous experience with Google Suite is preferred

Analytical mindset with the ability to identify issues, analyse root causes, and implement effective solutions

Ability to demonstrate the sales team's brand values