Customer Service Representative

Victaulic; Brisbane; On-site; AUD 52,000 - 65,000; Full time

Job summary

Victaulic is seeking a Customer Care Representative to deliver consistent, high-standard customer service for our distributors and client base. You will manage order processing, handle product and order enquiries, provide quotations, and maintain records, while resolving customer requests efficiently.

You will utilize MS Office and an ERP system, collaborate with Sales and Supervisors, and be willing to travel daily to our Eagle Farm office as part of a dynamic, globally connected team.

Qualifications

• Proven experience in a similar role, ideally in customer service, internal sales, administration, bookkeeping, call centre, etc.
• Strong proficiency in using Microsoft Office – Word, Excel and Teams and knowledge of an ERP system is highly regarded.
• Goal-oriented, reliable, self-motivated and able to multi-task effectively.
• Problem solver, hands on, flexible and willing to take initiative.

Responsibilities

• Perform all order processing and service-related activities to ensure the accurate, timely and effective handling of the customers’ requirements.
• Provide courteous and professional responses for all product and order related enquiries.
• Perform quotation and order entry, edit and maintenance, handle all telephone and email enquiries relating to freight, orders, or billing issues.
• Responsible to analyze and resolve customer requests, enquiries, or problems by utilizing established procedures.
• Identify and report all instances of customer issues, potential sales leads and system deficiencies that are not immediately resolved to Supervisor and Sales Representative and / or Sales Management.
• Follow up on incoming / outgoing goods schedule to provide accurate and timely feedback to customers and the sales team.
• Prevent and /or resolve any billing disputes ensuring improved efficiencies.
• Other duties and tasks assigned by the Customer Care Supervisor.

Skills

Customer service

ERP experience

MS Office

Multi-tasking

Problem solving

Coordination

Travel readiness

Tools

Microsoft Office

ERP system

Job description

Victaulic is the world's leading producer of mechanical pipe joining solutions. The company has 50+ global facilities with over 5,500 employees worldwide. With over 4000 global patents, Victaulic solutions are at work in more than 140 countries across diverse business lines including oil and gas, chemical, mining, power generation, water and wastewater treatment, military and marine, as well as commercial building and fire protection.

As a global leader in an essential industry, we provide many opportunities for career growth. Together, this translates into a company that is ready, willing, and able to build a better world for and with our people. Learn what makes Victaulic a great place to work and the career opportunities available - https://careers.victaulic.com.

About the Role

As a Customer Care Representative, you will focus on providing a consistent and high standard of customer service and create an excellent customer experience for our key distributors and client base.

In addition, you will:

• Perform all order processing and service-related activities to ensure the accurate, timely and effective handling of the customers’ requirements.
• Provide courteous and professional responses for all product and order related enquiries.
• Perform quotation and order entry, edit and maintenance, handle all telephone and email enquiries relating to freight, orders, or billing issues.
• Responsible to analyze and resolve customer requests, enquiries, or problems by utilizing established procedures.
• Identify and report all instances of customer issues, potential sales leads and system deficiencies that are not immediately resolved to Supervisor and Sales Representative and / or Sales Management.
• Follow up on incoming / outgoing goods schedule to provide accurate and timely feedback to customers and the sales team.
• Prevent and /or resolve any billing disputes ensuring improved efficiencies.
• Other duties and tasks assigned by the Customer Care Supervisor.

About You

To be successful in this role, you must have:

• Proven experience in a similar role, ideally in customer service, internal sales, administration, bookkeeping, call centre, etc.
• Strong proficiency in using Microsoft Office – Word, Excel and Teams and knowledge of an ERP system is highly regarded.
• Goal-oriented, reliable, self-motivated and able to multi-task effectively.
• Problem solver, hands on, flexible and willing to take initiative.
• Strong coordination and follow-up skills
• Willingness to be flexible within our working schedules and work occasional overtime.
• Willingness to travel to our Eagle Farm office everyday
• Attractive remuneration package

Your career with us is a journey to success – we provide internal trainings (local and overseas) to strengthen your skills and help you excel.

Inspiring global work environment - work with teams across the globe and collaborate with people of diverse backgrounds — both professionally and culturally.

Career prospects – given our continuous growth in Southeast Asia Region, there is an excellent opportunity, based on performance, for career advancement within the organization.