Customer Service

Fenestration Solutions Australia PTY LTD.; Melbourne; On-site; AUD 45,000 - 65,000; Full time

Job summary

Fenestration Solutions Australia Pty Ltd in Melbourne seeks a Customer Service representative responsible for efficient day-to-day processing of customer orders and delivering exceptional service to existing and potential customers.

You will handle inquiries via phone, email, and face-to-face, provide technical product advice, own orders through fulfilment, and work with sales and operations to meet delivery timelines.

Qualifications

• Strong attention to detail and accuracy.
• Computer and IT competencies.
• Polite and friendly manner to customers and staff at all times.
• Promptness in attending to customer needs.
• Detailed product knowledge, along with a willingness and initiative to learn.
• Promptness, punctuality and reliability in attendance to work.
• Maintenance of a clean and well organised work area.
• Problem-solving capability and proactive customer-focused approach.
• Strong communication skills and initiative.

Responsibilities

• Answer incoming phone calls and emails promptly
• Address customer enquiries and order processing with 100% accuracy in understanding and entering customer orders
• Maintain accurate records of customer order placement in sales order books and logical filing systems
• Maintain a clean, organised and safe workspace and reception area
• Ensure all sales orders are processed in a timely and efficient manner, with all orders processed and entered within 4 working hours of receipt
• Manage the smooth progress of sales orders from entry to delivery
• Provide sales and technical support to external sales staff
• Support the movement of inventory between picking, packing, and shipping areas

Skills

Attention to detail

Computer skills

Customer-focused

Communication skills

Punctual & reliable

Product knowledge

Job description

The Customer Service role is responsible for ensuring efficient day-to-day processing of customer orders, while delivering exceptional service and support to all existing and potential FSA customers. Acting as a key point of contact, the role manages customer enquiries, processes orders received via phone, email, and face-to-face interactions, and ensures a seamless customer experience from order placement through to delivery.

In addition to accurately processing orders, the Customer Service role provides technical product and application advice, resolves customer issues, and proactively follows up on orders to ensure customer expectations are met. The role takes ownership of customer orders throughout the fulfilment process, regularly reviewing operational and customer reports to identify outstanding orders, potential delays, and service issues, and taking appropriate action to maintain workflow and customer satisfaction.

Working closely with customers, the external sales team, Senior Managers, and operational departments, this position plays a critical role in maintaining strong customer relationships, supporting sales growth, and ensuring orders progress through the business within agreed timeframes.

Key responsibilities

Answer incoming phone calls and emails promptly

Address customer enquiries and order processing with 100% accuracy in understanding and entering customer orders

Maintain accurate records of customer order placement in sales order books and logical filing systems

Maintain a clean, organised and safe workspace and reception area

Ensure all sales orders are processed in a timely and efficient manner, with all orders processed and entered within 4 working hours of receipt

Manage the smooth progress of sales orders from entry to delivery

Provide sales and technical support to external sales staff

Support the movement of inventory between picking, packing, and shipping areas

About you

Strong attention to detail and accuracy

Computer and IT competencies

Polite and friendly manner to customers and staff at all times

Promptness in attending to customer needs

Detailed product knowledge, along with a willingness and initiative to learn

Promptness, punctuality and reliability in attendance to work

Maintenance of a clean and well organised work area

Problem-solving capability and proactive customer-focused approach

Strong communication skills and initiative

About us

Fenestration Solutions Australia Pty Ltd is located at 25-27 Edison Rd, Dandenong South, VIC Australia 3175.