Onsite Escalations & Operations Advisor (12-Month)

Ucentric; Melbourne; Sur place; AUD 65 000 - 90 000; Plein temps

Résumé du poste

Ucentric is seeking a Customer Escalations & Operations Advisor for its Melbourne operations. This role focuses on investigating and resolving escalated customer and operational issues that require coordination across customer service, manufacturing, logistics and third-party fulfilment partners.

Based onsite at the Deer Park facility, you will work with production and fulfilment teams to address delays, damaged products and production issues, ensuring follow-up and a positive customer

Qualifications

• At least 2 years in customer service, customer resolutions, operations support or a similar role.
• Experience managing escalated complaints or operational issues through to resolution.
• Exposure to manufacturing, logistics, distribution, e-commerce fulfilment or retail operations.
• Ability to investigate problems, identify root causes and coordinate solutions across multiple teams.
• Strong written and verbal communication with internal stakeholders and external suppliers.
• Good organisational skills and the ability to manage competing priorities.
• Proficiency using Excel, Google Sheets or similar systems for tracking and reporting.
• Proactive, practical approach to problem-solving and continuous improvement.

Responsabilités

• Investigate and resolve escalated customer issues involving orders, production, delivery and product quality.
• Act as a key point of contact between customer service, manufacturing, logistics and external fulfilment partners.
• Coordinate the resolution of delayed orders, production holds, damaged products and other fulfilment issues.
• Work closely with quality and production teams to investigate complaints, labelling errors and operational concerns.
• Liaise with third-party suppliers and fulfilment providers to resolve order-related issues.
• Identify recurring problems and work with stakeholders to implement practical improvements.
• Maintain accurate records, reporting and communication relating to outstanding issues and resolutions.
• Monitor escalations and follow up proactively to ensure timely outcomes and a positive customer experience.

Connaissances

Customer service

Escalation handling

Operations coordination

Root cause analysis

Communication

Organisational skills

Problem solving

Teamwork

Outils

Excel

Google Sheets

Description du poste

Ucentric is seeking a Customer Escalations & Operations Advisor for its Melbourne operations. This role focuses on investigating and resolving escalated customer and operational issues that require coordination across customer service, manufacturing, logistics and third-party fulfilment partners.

Based onsite at the Deer Park facility, you will work with production and fulfilment teams to address delays, damaged products and production issues, ensuring follow-up and a positive customer