Customer Service Officer

Wholesale Food Group; Gold Coast City; On-site; AUD 45,000 - 60,000; Full time

Job summary

Wholesale Food Group on the Gold Coast is seeking a Customer Service Officer to coordinate the excellent servicing of customers, handle inquiries and complaints, process orders and maintain records.

You will be the first point of contact via phone and email, resolving matters with staff guidance and providing product and service information to help customers make informed choices.

Qualifications

• Certificate 3 in Business Administration (Desirable).
• 1 year experience in a non-customer facing Customer Service role (desirable).
• Commitment to safe work practices and food safety standards.

Responsibilities

• Manage incoming calls and act as the first point of contact for enquiries, complaints and feedback by phone, email or other channels.
• Respond to customer enquiries about orders, deliveries and credits, and communicate order fulfilment timeframes and updates.
• Complete and process customer orders from entry through invoicing, using confirmed shipment quantities.
• Liaise with the production scheduler regarding made-to-order products and stock levels.
• Provide accurate product and service information to help customers make informed purchasing decisions.
• Greet visitors and connect them with the appropriate staff member.
• Collaborate with other departments to resolve customer issues and improve processes.

Skills

Customer service

Communication

Data entry

Phone etiquette

Education

Certificate 3 in Business Administration

Job description

Wholesale Food Group are market leaders in the Gourmet Food manufacturing industry and have brought European inspired flavours to Australia for over 20 years.

We have an extensive range of products that we offer into the retail market to industrial users and everyone in-between. We are known for and pride ourselves on our agile ability to turn a customer’s concept into a finished manufactured product in very short periods of time.

We believe our success has been built on the combination of our people, culture and product excellence and this spirit continues to be a driving force in everything we do. We want the best and brightest in our team and in turn offer a rewarding and challenging environment where you are invested in, truly valued and have the opportunity to grow and develop.

About the role

Under the direction of the Administration Manager, the Customer Service Officer will be responsible for coordinating the excellent servicing of our customers, being first point of contact for customer inquiries and complaints, providing product and service information, processing customer orders and maintaining records, and gaining feedback through various channels, mainly via such as phone and email.

Key responsibilities

Manage incoming calls and act as the first point of contact for enquiries, complaints and feedback received by phone, email or other communication channels. Resolve matters within your knowledge and authority, and promptly refer complex issues or redirect calls to the appropriate staff member.

Respond to customer enquiries about orders, deliveries and credits, and communicate order fulfilment timeframes and relevant updates.

Complete and process customer orders from initial entry through to invoicing, using confirmed shipment quantities once advised.

Liaise with the production scheduler regarding made-to-order products and requirements when customer demand exceeds available stock.

Generate product labels and picking documentation to enable the order assembly team to prepare inventory and customer orders.

Assist with order assembly from time to time as required.

Provide accurate product and service information and specialised advice within your area of expertise to help customers make informed purchasing decisions.

Greet visitors and connect them with the appropriate staff member.

Collaborate with other departments to resolve customer issues and identify opportunities to improve customer service processes and procedures.

Provide general administrative and office support, including covering colleagues' duties during leave periods as required, using office equipment and relevant software in accordance with established procedures and templates.

About you

Certificate 3 in Business Administration (Desirable)

1 years' experience in a non-customer facing Customer Service role (desirable)

Work in a safe manner to ensure one's own safety, the safety of others in the workplace.

Actively contribute to a safe work environment following policies and procedures outlining health, hygiene, PPE, quality and safety standards.

Act in a harmonious workplace manner day-to-day to foster a smooth, safe and welcoming environment.

Abide by instructions and use correct processes that you have been trained to use specifically for your role.

Foster a positive Food Safety culture by following standard operating procedures to ensure quality control/assurance standards.