FMCG Customer Care Specialist - End-to-End Orders

DKSH; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

DKSH is seeking a Customer Care Representative in Sydney to deliver an exceptional customer experience by managing end-to-end order fulfilment, handling enquiries, and escalating issues to the right teams. You will work with warehouses and transport providers to ensure on-time delivery and maintain stock accuracy.

The role requires 2+ years in FMCG customer service, proficiency in SAP and CRM systems, and a proactive, customer-focused mindset to support stock, delivery, and continuous

Qualifications

• Qualification in Customer Service, Business, or related discipline.
• 2+ years' customer service experience within FMCG or grocery.
• Proficient in SAP and CRM systems.
• Strong communication, problem-solving and relationship-building skills.
• Customer-focused team player with a proactive and adaptable approach.

Responsibilities

• Act as the primary contact for customer orders, shipment updates and enquiries.
• Manage the end-to-end order process, from order entry through to fulfilment and service reporting.
• Respond to customer enquiries and resolve issues via phone and email in line with service standards.
• Handle customer orders, complaints and requests, escalating where required.
• Liaise with warehouses and transport providers to ensure on-time delivery and communicate issues proactively.
• Support inventory control, stock reconciliation, credit claims and stock returns.
• Monitor outstanding orders and take corrective action, keeping customers and account managers informed.
• Collaborate across departments to manage stock availability, shortages and obsolete inventory.
• Ensure orders are processed accurately and within company guidelines.
• Maintain product and service knowledge to effectively support customers.
• Record and manage customer complaints, ensuring timely resolution by relevant stakeholders.
• Contribute to continuous improvement, customer experience enhancements and operational efficiency.

Skills

Customer service

Communication

Problem-solving

Team player

Relationship building

Education

Qualification in Customer Service, Business, or related discipline

Tools

SAP

CRM systems

Job description

DKSH is seeking a Customer Care Representative in Sydney to deliver an exceptional customer experience by managing end-to-end order fulfilment, handling enquiries, and escalating issues to the right teams. You will work with warehouses and transport providers to ensure on-time delivery and maintain stock accuracy.

The role requires 2+ years in FMCG customer service, proficiency in SAP and CRM systems, and a proactive, customer-focused mindset to support stock, delivery, and continuous