Customer Service Officer

Australian Timber and Trusses; Gold Coast City; On-site; AUD 60,000 - 90,000; Full time

Job summary

Australian Timber & Trusses is seeking a Customer Service Officer to join our Nerang team. This full-time role handles customer inquiries, orders, and relationships, while coordinating with sales, delivery and production to ensure smooth order fulfilment.

The successful candidate will have proven customer service experience, strong communication, and excellent organisational skills to contribute to our collaborative, customer-focused workplace on the Gold Coast.

Qualifications

• Proven customer service experience in a similar role.
• Excellent written and verbal communication skills.
• Strong organisational and time-management abilities.

Responsibilities

• Respond to customer inquiries via phone, email and other channels.
• Process customer orders accurately and maintain records.
• Provide product information to help customers make informed decisions.
• Resolve complaints with empathy and escalate complex issues when needed.
• Coordinate with sales, delivery and production for order fulfilment.
• Maintain and update customer databases.

Skills

Customer service

Communication

Organisation

Problem solving

Team player

Adaptability

Attention to detail

Timber industry knowledge

Tools

CRM software

Job description

Australian Timber and Trusses – Nerang QLD

Australian Timber & Trusses is seeking a Customer Service Officer to join our team in Nerang, QLD 4211. This is a full-time position that plays a vital role in delivering exceptional customer experiences and supporting our business operations. As a Customer Service Officer, you will be the front-line representative of our company, handling customer inquiries, resolving issues, and building lasting relationships with clients. This role is essential to our mission of providing outstanding service and maintaining our reputation as a trusted supplier in the timber and construction industry.

What you'll be doing

Responding to customer inquiries via phone, email and other communication channels in a timely and professional manner

Processing customer orders accurately and efficiently whilst maintaining detailed records

Providing product information and guidance to customers to help them make informed purchasing decisions

Resolving customer complaints and concerns with empathy and thoroughness, escalating complex issues when necessary

Coordinating with internal teams including sales, delivery and production to ensure seamless order fulfilment

Maintaining accurate customer databases and updating customer information as required

Supporting the development of customer relationships

Contributing to a positive team environment and collaborating with colleagues to achieve departmental goals

What we're looking for

Proven customer service experience in a similar role, preferably in a fast-paced environment

Excellent communication skills, both written and verbal, with the ability to interact professionally with diverse customer groups

Strong organisational and time management skills with the ability to prioritise multiple tasks

Proficiency with computer systems and familiarity with customer relationship management (CRM) software is advantageous

A customer-focused mindset with a commitment to providing high-quality service and support

Problem-solving abilities and the capacity to handle challenging situations with composure and patience

Attention to detail and accuracy when processing orders and maintaining records

Team player mentality with the ability to work collaboratively and support colleagues

Flexibility and willingness to adapt to changing priorities and work requirements

Knowledge of the timber, construction or building materials industry would be highly valued

What we offer

Competitive salary package and remuneration aligned with experience

Full-time permanent employment providing job security and stability

A supportive and collaborative team environment where your contributions are valued

Ongoing professional development and training opportunities to enhance your skills

Career progression opportunities within a growing organisation

A welcoming workplace culture focused on teamwork and mutual support

About us

Australian Timber & Trusses is a trusted supplier of quality timber trusses, frames and floor systems serving the construction and building industry. With a commitment to excellence, reliability and customer satisfaction, we have established ourselves as a leading provider in our field. Our team is dedicated to delivering outstanding products and service, and we pride ourselves on our collaborative, professional and supportive workplace culture. We believe in investing in our employees and fostering an environment where team members can thrive and develop their careers.