Senior Customer Experience Lead (Order-to-Cash)

Ridley Corporation; Brisbane; On-site; AUD 90,000 - 110,000; Full time

Job summary

Ridley Corporation in Brisbane is seeking a Senior Customer Experience Coordinator to support high-quality service across the order-to-cash process. You will be the escalation point for complex enquiries and guide Coordinators, helping maintain service continuity across streams and identify efficiency improvements.

You will collaborate with Sales, Supply Chain and Logistics to ensure accurate orders and timely deliveries, while coaching team members and maintaining data across systems.

Qualifications

• Experience in customer service, order management or customer support.
• Ability to manage complex enquiries and operational issues.
• Strong communication and problem-solving skills.
• Proficiency with SAP and Microsoft 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

SAP

Microsoft Office

Communication skills

Tools

CRM software

Job description

Ridley Corporation in Brisbane is seeking a Senior Customer Experience Coordinator to support high-quality service across the order-to-cash process. You will be the escalation point for complex enquiries and guide Coordinators, helping maintain service continuity across streams and identify efficiency improvements.

You will collaborate with Sales, Supply Chain and Logistics to ensure accurate orders and timely deliveries, while coaching team members and maintaining data across systems.