About the Company
Our client is a leading Australian supplier of packaging and trade supply products, serving businesses across the wholesale, distribution and foodservice sectors. With customers across Australia and New Zealand, and a national distribution network, they are recognised for their reliable service, broad product range and long-standing customer relationships. They take their responsibility for environmental and social impact seriously. They are committed to delivering top-tier customer service and are currently seeking Customer Support Representatives to join their dedicated team. If you have a passion for helping customers and the skills to manage orders accurately in a fast-paced environment, we encourage you to apply for this opportunity.
Job Summary
We are looking for a detail-oriented Customer Support Representative to be the first point of contact for customers across Australia. The role processes orders accurately, responds to customer enquiries over phone, email and chat, and coordinates with sales, warehouse and freight teams to make sure every order is delivered on time and every issue is resolved quickly and professionally.
Role Details
- Position title: Customer Support Representative
- Department: Customer Service
- Reports to: Customer Service Team Leader
- Direct reports: N/A
Responsibilities
Customer Enquiries and Order Support
- Respond to inbound phone, email and chat enquiries within agreed response times
- Enter and process sales orders, backorders and amendments accurately in the order management system (NetSuite) within agreed SLAs
- Prepare quotes, confirm pricing, check stock availability and maintain open enquiries
- Provide delivery ETAs and proactively update customers on delays, backorders or substitutions
Issue Resolution
- Investigate and resolve delivery, invoicing, damaged goods and returns issues, raising credits and claims where required
- Liaise with the warehouse, freight carriers and sales representatives to close out issues end to end
- Escalate complex or high-value matters to the onsite Team Leader with clear notes and recommended actions
Account and System Maintenance
- Keep customer records, contact details and order notes accurate and up to date in the CRM and ERP
- Log all interactions and outcomes to support reporting and continuous improvement
- Follow standard operating procedures and contribute suggestions to improve them
Team Contribution
- Meet individual productivity, accuracy and customer satisfaction targets
- Share product and process knowledge with colleagues and support new starters as needed
- Participate in daily huddles, coaching sessions and team meetings
Key Performance Indicators
- Order entry accuracy (target 99% or above)
- Average order entry speed, and call and email response time within agreed SLA
- Customer satisfaction (CSAT) score
- First contact resolution rate
- Credits and claims raised within 48 hours
Requirements
- 1 to 3 years of experience in customer service, order processing or sales support, ideally supporting Australian or New Zealand customers
- Confident phone manner and clear written English
- Experience using a CRM, ERP or ticketing system (NetSuite)
- Strong attention to detail with order entry and pricing
- Intermediate Microsoft Excel and Outlook skills
- Ability to manage a high volume of queries while staying organized and calm
Desirable
- Experience in trade supply, wholesale, distribution, packaging or FMCG environments
- Familiarity with Australian freight carriers and delivery processes
- Experience working in an offshore or remote team supporting an Australian business
Personal Attributes
- Customer-focused and solutions-oriented
- Reliable and consistent in a fast-paced environment
- Takes ownership and follows through
- Collaborative team player who communicates openly
- Willing to learn products, systems and processes quickly
Working Arrangements
- Full-time, on-site based (Quezon Avenue Corner Scout Reyes Diliman QC)
- Rostered to Australian business hours, with the possibility of staggered shifts across time zones (NSW, VIC, QLD, WA)
- Training provided by the client during onboarding
Benefits
- Access to online learning platforms and a budget for professional development
- A collaborative, no-silos environment, encouraging learning and growth across teams
- A dynamic social culture with team lunches, social events, and opportunities for creative input
- Health insurance
- Leave Benefits
- 13th Month Salary
If you are a skilled Customer Support Representative looking for a new opportunity with a growing company, we would love to hear from you. Apply now.