Senior Coordinator Customer Experience

Ridley Usa Inc.; Brisbane; On-site; AUD 90,000 - 110,000; Full time

Job summary

Ridley, a leading Australian agribusiness, is seeking a Senior Customer Experience Coordinator to join the Fertilisers team in Brisbane. You will support the order-to-cash process, ensuring orders are processed accurately and delivered on time, while guiding Coordinators and maintaining service continuity across customer service streams.

You will bring experience in customer service, order management, and strong communication, problem-solving, and attention to detail.

Qualifications

• 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 ability to manage competing priorities.

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

Attention to detail

Coaching & guidance

Tools

SAP

Microsoft Office

Job description

At Ridley, we are committed to building a diverse and inclusive workplace where every employee is valued and respected. As Australia’s leading provider of animal nutrition solutions, we have played a vital role in supporting the agricultural industry and broader food chain for over 30 years. Our culture is one of collaboration, innovation, and continuous improvement.

About the Role

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.