Customer Service & Order Solutions Advisor

VELUX Australia; Sydney; On-site; AUD 55,000 - 65,000; Full time

Job summary

VELUX Australia is seeking a Customer Service Advisor to deliver a positive customer experience through product advice, inquiries handling, and accurate processing of orders and returns. You will support dealers and customers via phone, CRM and email, and collaborate with internal teams to ensure satisfaction and efficiency.

The role emphasizes proactive communication, data integrity, and participation in process improvements that enhance service delivery.

Qualifications

• Experience using CRM and ERP systems (e.g. SAP, Salesforce, Microsoft Dynamics or similar).
• Strong administrative and data entry skills with high accuracy.
• Experience managing customer enquiries, orders, returns or related processes.

Responsibilities

• Respond to customer and dealer enquiries via phone, CRM and email in a timely and professional manner.
• Provide product advice and recommend suitable solutions based on customer requirements.
• Assist customers and dealers with order placement, ensuring accuracy and completeness.
• Deliver product information and support, promoting the benefits and features of VELUX products.
• Coordinate product returns with dealers, including issuing return documentation, arranging freight and managing collection requests.
• Liaise with Product Management to facilitate inspections of returned products where required.
• Process credits for approved returns in accordance with company policies and procedures.
• Process customer orders accurately and in accordance with established procedures.
• Review orders for completeness and accuracy, resolving discrepancies prior to processing.
• Generate and distribute order confirmations and ensure orders are released to the warehouse for fulfilment.
• Maintain and support order automation processes and systems.
• Proactively communicate with customers and dealers regarding stock availability, backorders and order-related issues.
• Generate and process daily invoices.
• Monitor open orders and follow up on orders pending invoicing.
• Maintain accurate customer and order records within business systems.
• Contribute to process improvement initiatives that enhance customer experience and operational efficiency.
• Support team objectives and undertake additional customer service and administrative duties as required.

Skills

CRM systems

ERP systems

Data entry

Customer service

Attention to detail

Job description

VELUX Australia is seeking a Customer Service Advisor to deliver a positive customer experience through product advice, inquiries handling, and accurate processing of orders and returns. You will support dealers and customers via phone, CRM and email, and collaborate with internal teams to ensure satisfaction and efficiency.

The role emphasizes proactive communication, data integrity, and participation in process improvements that enhance service delivery.