Customer Service Officer

Location: Sunshine, VIC

Contract Type: 12-month fixed-term Maternity Leave Cover

About the Role

We are seeking a customer-focused and detail-oriented Customer Service Officer to join our team based in Sunshine, Victoria. This role is the primary internal contact for our customers and plays a key part in delivering a professional and responsive customer experience through effective order management, communication, and problem resolution.

Working closely with customers, Sales, Trade Centre, Operations, Technical teams, and regional stakeholders, you will support the end-to-end order-to-cash process while building strong customer relationships and contributing to continuous improvement initiatives.

Key Responsibilities

• Manage customer orders efficiently, ensuring accurate and timely order processing and a high level of customer service.
• Process customer orders received via email, phone, and other communication channels using the ERP system.
• Support the order-to-cash process by ensuring accuracy, compliance, and excellent customer outcomes.
• Act as the first point of contact for customer enquiries, providing timely responses and assisting with complaint resolution.
• Develop product and customer knowledge to provide effective solutions, including recommending alternative or additional products where appropriate.
• Maintain accurate customer service documentation, including registration, filing, and archiving.
• Identify and suggest opportunities to improve customer service processes and workflows.
• Provide customer service support across business divisions operating from the Sunshine site as required.
• Collaborate effectively with Sales, Operations, Technical teams, and other internal stakeholders to meet customer needs.
• Support site initiatives including WISE meetings, HSE, Business Improvement (BI), 5S, quality activities, and audits.
• Ensure compliance with company policies, procedures, safety standards, and regulatory requirements.
• Provide administrative support and assistance to the Regional CE Manager and the wider Sunshine team as required.

About You

To be successful in this role, you will have a strong customer service mindset, excellent organisational skills, and the ability to manage multiple priorities in a fast-paced environment.

You will bring:

• Previous experience in customer service, administration, or a similar role.
• Strong computer literacy and general clerical skills.
• Excellent communication and interpersonal skills with the ability to build positive relationships with customers and internal stakeholders.
• Strong attention to detail and accuracy in order processing and documentation.
• Good problem-solving skills and the ability to resolve customer enquiries effectively.
• A proactive approach with the ability to adapt to changing priorities.
• The ability to work collaboratively as part of a team while demonstrating initiative and accountability.
• Patience, diplomacy, and discretion when handling customer matters.

Qualifications & Experience

Required:

• Minimum Year 10 education.
• At least 5 years’ experience in customer service and administrative roles
• Experience using SAP Saturn or similar ERP systems.
• Strong organisational, communication and problem-solving skills.

Desirable:

• Knowledge of Protective Coatings and/or the shipping industry.
• Experience using of Power BI
• Experience with dispatch, stock control procedures, and related documentation.
• Understanding of painting applications, including tinting processes and shade standards.

Why Join Us?

• Career Pathway and Training:

              As a Global company, we can offer career pathway and training to you to gain your next step in your career goals.

• Don’t settle for base salary increase:

               potential to earn more, on top each year!

• Let Akzo Nobel, help you meet your health goals:

              with free utilization of onsite physio every Wednesday, free annual flu vaccination, and monetary assistance to cover your choice of health and wellbeing programs every year!

• Want to stretch your dollar further?

               Enjoy our employee benefits on discounted private health insurance with Bupa and free access for you and your family on our Employee Assistance Program (EAP), that include discount on retail goods and services.

• Looking for more perks?

              Join us to find out more…

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