Customer Experience Specialist – Order Management

Azelis; Sydney; Híbrido; AUD 80 000 - 110 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Real ownership of your customers and 1

A supportive, experienced supply chain

The stability and career pathways of a

Hybrid / flexible working arrangement:

Resumo da oferta

Azelis is seeking a Customer Experience Specialist to own the order management experience for customers in Australia. You will manage sales orders from entry to delivery, coordinate with supply chain and operations, and ensure timely updates and reporting.

You will work with Microsoft Dynamics 365, maintain pricing in the CRM, and collaborate with a supportive supply chain and commercial team. A proactive, detail‑oriented communicator is essential for success in this role.

Qualificações

• Experience in B2B customer service, order management or sales support in distribution, manufacturing or supply chain.
• Hands-on ERP experience; Microsoft Dynamics 365 is highly regarded; SAP or similar is welcome.
• Intermediate Microsoft Excel, Outlook, Word and Teams skills.
• Clear, professional written and verbal communication.
• Strong attention to detail and the ability to manage many open orders at once.
• A proactive approach and adaptability in a changing environment.

Responsabilidades

• Create and maintain sales orders in D365.
• Allocate inventory to orders using FEFO or specified method to meet requirements.
• Monitor delivery dates and coordinate with warehouses to meet ETAs.
• Proactively communicate with stakeholders to keep customers informed.
• Provide weekly/monthly reports on deliveries and ETAs to customers.
• Manage returns and process through to completion with warehouses and finance.
• Support pricing in the CRM for customers.

Conhecimentos

B2B customer service

Order management

Sales support

ERP experience

Ferramentas

Microsoft Dynamics 365

SAP

Descrição da oferta de emprego

Customer Experience Specialist – Order Management

Azelis is an distributor of specialty chemicals and food ingredients. In Australia we work across seven market segments, from food and nutrition to personal care, pharma, agriculture and CASE, with offices, blending facilities and warehouses in every capital city across Australia. Our local team of more than 60 people supports over 1,200 customers, backed by a worldwide network.

As a Customer Experience Specialist, you will own the at experience for your customers. You are the link between our supply chain and operations teams, our commercial team and our customers. You will manage your customers sales orders from entry to delivery, navigating all challenges and obstacles, moving heaven and earth if needed to make sure your customers experience is second to none. If you are passionate about how your customers perceive you and the company you work for, then please read on.

What you will do

Create and maintain sales orders in Microsoft Dynamics 365, keeping order status accurate at all times

Allocate inventory to customer orders using first-expiry-first-out (FEFO) or as agreed with the commercial and supply chain teams

Monitor delivery dates and work with our warehouses on dispatch timing so requested ETAs are met

Contact customers and colleagues early about material availability, delays or anything else affecting an order

Send customers regular weekly and monthly order and ETA reports, plus tailored reporting for key accounts

Raise and manage customer returns through to completion with warehouses and finance

Support the commercial team in maintaining customer pricing in our CRM

Be the voice of the customer internally and hold us to our service commitments

What you will bring

Experience in B2B customer service, order management or sales support, ideally in distribution, manufacturing or supply chain

Hands-on ERP experience. Microsoft Dynamics 365 is highly regarded; SAP or similar is welcome

Intermediate Microsoft Excel, Outlook, Word and Teams skills

Clear, professional written and verbal communication

Strong attention to detail and the organisation to manage many open orders at once

A proactive approach: you raise the issue before the customer does

Adaptability in a business where priorities and responsibilities change

Experience with chemicals, food ingredients or other batch- and expiry-managed products is an advantage, not a requirement.

What we offer

• Real ownership of your customers and segment, not a ticket queue
• A supportive, experienced supply chain and commercial team
• The stability and career pathways of a global group operating in more than 60 countries [confirm current figure]
• Hybrid / flexible working arrangement: after 6 months

JOB DESCRIPTION

Purpose:

The role of a Customer Experience Specialist (CES) is to deliver exceptional service to internal and external customers.

As a CES you will support your Commercial Team (Internal Customers) and your customers within your designated market segment(s) (external customers) with pro-active updates on orders, material availability, delays and any other factors impacting the overall customer experience.

You will own sales order entry and maintenance for your market segment(s) and the delivery of professional communication with customers across all communication channels.

You are the link between our Supply Chain & Operations and our customers.

Responsibilities:

Create and Maintain Sales Orders in D365

Allocation of inventory to customer orders using First-Expiry-First-Out (FEFO) method or other methods as suggested by the Commercial or Supply Chain teams to meet specific customer requirements

Monitor customer order delivery dates to ensure requested ETA’s are achieved, using the confirmed ship date to manage warehouse dispatch timing

Proactively communicating with relevant stake holders to ensure customers have total transparency as to their order statuses at all times

Maintain Sales Order status in D365 and provide weekly, monthly reporting to customers to provide the most up to date information available on deliveries and product ETA’s

Be the “Customer Voice” internally, holding your colleagues accountable for service delivery

Create, issue and process Return Material Authorisations as / when required for customer returns, following up to completion with warehouses and finance

Support Commercial Team with maintaining customer pricing in the CRM System

Periodic reporting as required based on specific customers’ needs

Qualification & Skills

Passionate about customer service

Detail oriented and organized

Experience with Microsoft D365 highly desirable

Intermediate skills across Microsoft applications such as XL, Word, Outlook, TEAMS

Excellent written and verbal communication skills

Adaptable, comfortable in a changing environment and responsibilities based upon organizational needs