Customer Support Representative

Pac Trading Pty; City of Parramatta; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Parking available

Job summary

Pac Trading Pty is seeking a Customer Support Representative to help manage customer orders from receipt to dispatch while coordinating with Sales, Customer Service, and Supply Chain to resolve issues and deliver a positive customer experience. You will engage with customers, provide support to Account Managers, and help maintain strong relationships through accurate data entry and timely communications.

The role emphasizes process compliance and continuous improvement in a fast-paced warehouse

Qualifications

• Strong written and verbal communication skills.
• Proficiency with software and business systems.
• Experience in sales support or customer service roles.
• Excellent customer-focused communication.
• Experience with customer customisations is a plus.
• Attention to detail and accuracy in order processing and data entry.
• Ability to multitask and prioritise in a fast-paced environment.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook).

Responsibilities

• Support customer order management from order to dispatch.
• Handle customer inquiries and work with Sales, Customer Service, and Supply Chain to resolve issues.
• Mentor and support the team to achieve high performance and delivery of exceptional service.
• Ensure compliance with SOPs across the order-to-dispatch process.
• Identify opportunities to improve systems and processes with cross-functional teams.
• Foster knowledge sharing across Sales, Warehouse, Freight and Supply Chain.
• Maintain accurate customer and account records, including in NetSuite.

Skills

Communication skills

Software proficiency

Sales support

Customer service

Tools

NetSuite

Job description

As a Customer Support Representative, you’ll play a vital role in maintaining service standards by improving operational efficiency and fostering strong customer and internal relationships.

Reporting to the Sales Operations Leader, you’ll support order processing through the offshore Customer Service team, manage client enquiries, and work cross-functionally to help ensure exceptional service delivery.

Your work assists sales Account Managers in strengthening client relationships, enhancing customer satisfaction, and supporting company growth.

About Us

PAC Trading is a leading Australian provider of eco-friendly packaging products. Committed to excellence and customer satisfaction, we pride ourselves on delivering high-quality products and providing exceptional service to our clients. As we continue to grow, we are seeking an experienced Customer Support Representative to join our dynamic team at our warehouse in Rosehill.

About the Role

Support customer order management across order to dispatch: Ensure customer orders are accurately processed and fulfilled on time, while supporting the Customer Service and Sales teams and working closely with Supply Chain, Warehouse, and Freight to resolve issues and deliver a positive customer experience.

Customer Engagement Management: Act as a key point of contact for customers, Sales, and Customer Service by supporting enquiries, resolving issues, and assisting with customer escalations.

Champion Team Growth and Performance: Build strong relationships with Customer Service leaders, provide guidance, mentorship, and training, and support the team to achieve high performance and deliver exceptional customer service.

Process Compliance: Ensure compliance with SOPs across the order-to-dispatch process and support their ongoing development and improvement.

Continuous Improvement: Identify opportunities to improve systems and processes and work with the National Sales Operations Manager and cross-functional teams to improve efficiency.

Facilitating Knowledge Sharing and Collaboration: Build strong relationships across Sales, Warehouse, Freight, and Supply Chain to support knowledge sharing and seamless service delivery.

Record Keeping: Maintain accurate customer and account records in NetSuite and ensure all records and communications comply with privacy and cybersecurity requirements.

About You

Strong written and verbal communication skills

Demonstrated proficiency in software and business systems is essential

Prior experience in sales support, customer service, or a related role is essential

Excellent customer-focused communication skills

Experience with customer customisations is advantageous

Strong attention to detail and accuracy in order processing and data entry

Ability to multitask and prioritise effectively in a fast-paced environment

Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook

What’s on Offer

Work with a fast-growing, Australian innovative sustainable packaging company

Career development opportunities in a growing organisation

Convenient location with parking available

Please note that all applicants will undertake a criminal background check as part of our background screening process.