Senior Customer Experience Lead - Fertilisers (Brisbane)

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

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.