Customer Service Officer

Programmed; Coffs Harbour City Council; On-site; AUD 60,000 - 75,000; Full time

Job summary

Programmed is seeking a Customer Service & Technical Customer Service Representative in Coffs Harbour. The role blends customer service with technical product support, order management, and cross-functional coordination across customers, sales, production, logistics, and suppliers.

You will manage orders from quotation to delivery, ensuring accuracy, timeliness, and high customer satisfaction. ERP/CRM and MS Office experience are valued in a collaborative, fast-paced environment.

Qualifications

• Experience in customer service, preferably within manufacturing, building products, construction, or an industrial environment.
• Ability to interpret plans and specifications.
• Excellent communication, problem-solving, and relationship-building skills.
• Proficiency with ERP/CRM and Microsoft Office systems.

Responsibilities

• Manage customer enquiries via phone, email, and face-to-face, providing professional advice on products, pricing, availability, technical requirements, and delivery, while building strong customer relationships.
• Prepare quotations and accurately process orders, invoices, credits, returns, and amendments. Monitor orders through to completion and proactively follow up backorders, production requirements, and deliveries.
• Work closely with customers, production, warehouse, logistics, suppliers, and internal teams to coordinate orders, resolve issues, manage changes, and minimise delays.
• Maintain accurate records and systems, assist with reporting and administration, and contribute to improving processes, efficiency, and the overall customer experience.

Skills

Customer service

Technical support

Order management

Coordination

Communication

Problem-solving

Attention to detail

Time management

Teamwork

Tools

ERP software

CRM systems

Microsoft Office

Job description

We are seeking a professional and customer-focused Customer Service & Technical Customer Service Representative to join our team.

Location: Coffs Harbour

About the Role

This role combines customer service, technical product support, order management, and coordination across customers, sales, production, logistics, and suppliers. You will manage customer orders from quotation through to delivery, ensuring accuracy, efficiency, and a high level of customer satisfaction.

Key Responsibilities

• Customer Service: Manage customer enquiries via phone, email, and face-to-face, providing professional advice on products, pricing, availability, technical requirements, and delivery, while building strong customer relationships.
• Order Management: Prepare quotations and accurately process orders, invoices, credits, returns, and amendments. Monitor orders through to completion and proactively follow up backorders, production requirements, and deliveries.
• Coordination: Work closely with customers, production, warehouse, logistics, suppliers, and internal teams to coordinate orders, resolve issues, manage changes, and minimise delays.
• Administration & Improvement: Maintain accurate records and systems, assist with reporting and administration, and contribute to improving processes, efficiency, and the overall customer experience.

About You

You will ideally have:

• Previous customer service experience, preferably within manufacturing, building products, construction, or an industrial environment.
• Strong technical aptitude with the ability to interpret plans and specifications.
• Excellent communication, problem-solving, and relationship-building skills.
• High attention to detail, accuracy, and strong organisational skills.
• The ability to manage multiple priorities and work effectively under pressure.
• Experience with ERP, CRM, and Microsoft Office systems.
• A professional, reliable, accountable, and solutions-focused approach.
• The ability to work independently and as part of a team.

The Ideal Candidate

You are customer-focused, technically minded, organised, and proactive, with a strong ability to take ownership and find practical solutions.

If you enjoy working with customers, solving problems, and coordinating across different areas of a business, we would love to hear from you.

Who we are

As one of Australia's largest employers, we work with great companies all around Australia and New Zealand to give you the best opportunities to work when and where you want.

At Programmed, we are committed to creating a safe and inclusive environment which values and respects diverse styles, backgrounds, experiences and perspectives.

We welcome and encourage women, people of Aboriginal and Torres Strait Islander descent and people from diverse backgrounds to apply.

To learn more about working with Programmed, we encourage you to visit our website.