Senior Coordinator Customer Experience

Work Initiatives; Brisbane; On-site; AUD 90,000 - 110,000; Full time

Job summary

Ridley in Brisbane is seeking a Senior Customer Experience Coordinator to join our Fertilisers team. You will support the delivery of high-quality customer service across the order-to-cash process, ensuring orders are processed accurately and delivered on time.

As a senior team member, you will be the first point of escalation for complex inquiries and provide guidance to Coordinators, helping maintain service continuity across customer service streams.

Qualifications

• Experience in customer service or order management.
• Ability to handle complex inquiries and operational issues.
• Strong communication and decision-making skills.
• Attention to detail and prioritization.
• Experience with SAP or similar systems and MS Office.

Responsibilities

• Manage customer enquiries via phone and email, providing timely and accurate responses.
• Coordinate order entry, order amendments, inbox management and transport bookings.
• Work closely with Sales, Supply Chain, Pricing, Credit, Distribution and Logistics teams to support accurate order fulfilment.
• Resolve complex customer enquiries and operational issues, escalating matters where required.
• Provide operational guidance, coaching and knowledge sharing to Customer Experience Coordinators.
• Provide cross-functional support across Key Accounts, Trade, Industrials and Liquids to ensure service continuity.
• Maintain accurate customer and order information across business systems.
• Identify opportunities to improve processes, workflows and systems to enhance customer service and operational efficiency.

Skills

Customer service

Order management

Communication

Problem solving

Tools

SAP

Microsoft Office

Job description

We are seeking a Senior Customer Experience Coordinator to join our Fertilisers team in Brisbane.

Reporting to the Manager Customer Experience Specialists, you will support the delivery of high-quality customer service across the order-to-cash process, ensuring customer orders are processed accurately and delivered on time and in full.

As a senior member of the team, you will be the first point of escalation for complex customer enquiries, while providing guidance and support to Coordinators. You will also help maintain service continuity across specialist customer service streams and identify opportunities to improve processes and the customer experience.

Key Responsibilities

• Manage customer enquiries via phone and email, providing timely and accurate responses.
• Coordinate order entry, order amendments, inbox management and transport bookings.
• Work closely with Sales, Supply Chain, Pricing, Credit, Distribution and Logistics teams to support accurate order fulfilment.
• Resolve complex customer enquiries and operational issues, escalating matters where required.
• Provide operational guidance, coaching and knowledge sharing to Customer Experience Coordinators.
• Provide cross-functional support across Key Accounts, Trade, Industrials and Liquids to ensure service continuity.
• Maintain accurate customer and order information across business systems.
• Identify opportunities to improve processes, workflows and systems to enhance customer service and operational efficiency.

About You

You are a customer-focused and organised professional who enjoys solving problems, building relationships and working collaboratively to achieve positive customer outcomes.

You will bring:

• Experience in customer service, order management or customer support.
• Demonstrated ability to manage complex customer enquiries and operational issues.
• Strong communication, problem-solving and decision‑making skills.
• Excellent attention to detail and the ability to manage competing priorities.
• Experience using business systems such as SAP or similar platforms, along with Microsoft Office.
• The ability to support colleagues through operational guidance, coaching and knowledge sharing.

Experience in a high-volume customer service environment, supply chain, logistics or supporting the training and development of team members will be highly regarded.

Why Join Ridley?

• The opportunity to contribute to a positive customer experience within a leading Australian agribusiness.
• A key role supporting customer service excellence and continuous improvement.
• A supportive and collaborative team environment.
• Opportunities to build your skills and support the development of others.
• Professional development and career growth opportunities within a national agribusiness.

We encourage applications from eligible Ridley employees who meet the requirements of the role.