Customer Service Representative

InfraBuild; Newcastle City Council; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Paid parental leave

Health cover at discounted rates

Everyday savings

Job summary

InfraBuild is Australasia’s leading wire manufacturer, proudly headquartered in Newcastle, NSW. The role sits onsite at our Mayfield campus, reporting to the Customer Service Leader, and focuses on delivering exceptional service from enquiry to delivery.

You will nurture long-term customer partnerships, coordinate orders with sales and warehouse teams, and support rural distributors across Australia, driving a seamless customer experience and continuous process improvements.

Qualifications

• Experience in customer-facing roles is advantageous but not required.
• Strong communication skills and ability to build rapport with a diverse range of customers.
• Excellent organisational skills with attention to detail and the ability to manage competing priorities.

Responsibilities

• Build trusted relationships with customers via phone and email.
• Process customer orders and quotes accurately while handling enquiries and issues.
• Coordinate with sales, warehouse and logistics teams to ensure timely delivery of orders.
• Manage credit approvals and customer account queries in line with policies.
• Monitor inventory availability and communicate supply updates to customers.

Skills

Customer service

Relationship building

Communication

Organizational skills

Job description

Join a 2026 AFR BOSS Best Places to Work Gold Winner and 2026 Sustainability Champion recognised by the World Steel Association. Play a key role in shaping our performance across our Wire business.

Reporting to the Customer Service Leader and based onsite at our Mayfield campus, you will be the key point of contact for our customers, building strong relationships, coordinating customer orders and working closely with our sales, warehouse and distribution teams to ensure a seamless customer experience from enquiry through to delivery.

What you will be doing:

• Build trusted relationships with customers, providing exceptional service via phone and email.
• Process customer orders and quotes accurately while managing enquiries and resolving issues efficiently.
• Coordinate with sales, warehouse and logistics teams to ensure timely order fulfilment and delivery.
• Manage credit approvals, customer account queries and reconciliation activities in line with company policies.
• Monitor inventory availability and communicate supply updates to customers and internal stakeholders.
• Identify opportunities to improve customer experience and streamline processes.
• Support rural distributors and customers across Australia, fostering long‑term partnerships.

You will be rewarded with:

• Build genuine, long‑term customer relationships with an established customer base, without the pressure of cold calling or sales targets
• Enjoy variety in your day through a mix of customer engagement, order management, problem‑solving and cross‑functional collaboration
• Take ownership of your region and customer portfolio, managing the end‑to‑end customer experience from enquiry through to delivery

Primary Benefits:

We offer a range of benefits designed to support you at work and beyond:

• Paid parental leave that goes further - 20 weeks paid Primary Carer Leave and 3 weeks Partner Leave, plus superannuation contributions during unpaid leave (eligibility applies)
• Health cover at discounted rates - Access corporate rates with nib Health Insurance to support you and your family
• Everyday savings - Access a wide range of employee discounts across major brands including retail, travel and lifestyle

What you will bring:

• A positive attitude, strong work ethic and a genuine passion for delivering great customer experiences
• Clear and confident communication skills, with the ability to build rapport and work effectively with a range of people
• Strong organisational skills, attention to detail and the ability to manage competing priorities
• A proactive, adaptable mindset and the confidence to take ownership of tasks and see them through to completion
• Experience in customer‑facing roles such as hospitality, retail, administration or customer service is advantageous, but we welcome candidates from a range of backgrounds

Why Join Us?

We offer more than just a job; we provide a dynamic environment built on three pillars that define our commitment to both our team and our industry.

• Work with a greater purpose - join us on our pursuit of a sustainable future and contribute to our nation’s legacy.
• Work well, live better – experience a safe, supportive and inclusive environment which values you as a whole person and where wellbeing matters.
• Build your own future – grow and drive your own development to grow your skills. Everyday is an opportunity to grow.

About Us

InfraBuild is Australia’s largest manufacturer of wire for construction, manufacturing and mining applications.

From nails to wire rope, our products support essential industries across Australia and New Zealand, backed by locally produced steel and a fully integrated supply chain.