Customer Experience Specialist | Salesforce & Logistics

Shaw Industries; Melbourne; On-site; AUD 60,000 - 90,000; Full time

Job summary

Shaw Industries in Melbourne is seeking a Customer Experience Officer to handle a wide range of customer and partner inquiries, manage cases in Salesforce from start to resolution, and support logistics and procurement as directed by the CXM and senior team members.

The role emphasizes accurate order processing, proactive communication, and cross-functional collaboration with Logistics, Finance, and Marketing to ensure high-quality service and inventory accuracy, while maintaining thorough

Qualifications

• Minimum of 2 years' experience in customer service, sales, or other interactive service roles.
• Experience using Salesforce for case management.
• Proficient written and verbal communication skills.

Responsibilities

• Case management & workflow ownership: manage cases from worklist, keep customers updated, document accurately, escalate when necessary.
• Order management & customer support: perform order entry and enquiry management, monitor orders and inventory positions, provide resolutions.
• Logistics & procurement: process purchase orders, assist with bookings and documentation, update records in ERP, monitor inbound status and replenishment.
• Communication & cross-functional collaboration: keep customers informed, liaise with Logistics/Procurement, Finance, and Marketing, participate in daily team meetings.

Skills

Salesforce experience

Customer service

Cross-functional collaboration

Education

High School Certificate

Bachelor's degree

Tools

Oracle

Salesforce

Microsoft Office Suite

Job description

Shaw Industries in Melbourne is seeking a Customer Experience Officer to handle a wide range of customer and partner inquiries, manage cases in Salesforce from start to resolution, and support logistics and procurement as directed by the CXM and senior team members.

The role emphasizes accurate order processing, proactive communication, and cross-functional collaboration with Logistics, Finance, and Marketing to ensure high-quality service and inventory accuracy, while maintaining thorough