Our client is one of Australia’s largest gifting, homewares, and kitchenware distributors, dedicated to bringing joy and meaning to people's lives through their products.
They are now seeking to hire a Customer Solutions Specialist to join their dedicated Customer Solutions team. This role exists to execute day-to-day processes and customer service plans, ensuring the business consistently meets and exceeds both customer and consumer expectations.
Job Responsibilities
Order & Request Management
- Process new customer orders received via email, phone, dropshipping, and EDI channels
- Manage end-to-end order-to-cash tasks and activities, including processing, warehouse requests, transport requests, and handling invoice or credit issues
- Assist in managing back orders and hold orders to ensure comprehensive end-to-end order management
- Perform system order updates, amendments, and manage operational system steps requiring non-automated actions
- Handle booking administration, delivery window coordination, and pre-booking tasks for deliveries
Customer Support & Inquiry Resolution
- Manage primary communication platforms daily, including MS365 email and the Zendesk Suite
- Respond efficiently to customer and consumer enquiries across Zendesk, email, voice messaging, live chat, and social media channels
- Prepare for future expansions into direct consumer contacts and enquiries via messaging apps and chat tools
- Follow up on internal requests such as proof of delivery tracking updates, warehouse requests, and carrier assistance requests
Claims & Issue Resolution
- Conduct thorough claims investigations and complete end-to-end claims processing
- Identify, investigate, and resolve transport issues, logistics delays, and customer returns
- Address and resolve warranty and claim enquiries within the approved company delegation of authority
Communication & Continuous Improvement
- Communicate effectively, professionally, and transparently with both internal stakeholders and external customers
- Maintain strong performance KPIs based on workload attended to within SLA, aiming for an output-driven 24-hour turnaround on emails
- Adopt a continuous improvement mindset, providing constructive feedback and participating in workshops to optimize functional workflows
Requirements
- Proven prior experience in order management, order processing, and operations-focused environments
- Demonstrated experience handling claims processing and navigating system automation workflows
- Strong hands-on experience using Zendesk (or a similar customer service suite) and intermediate proficiency with Microsoft Office suite
- Exposure to ERP systems such as SAP or Microsoft AX, along with dropship and marketplace portals
- High level of English competency to communicate effectively with clients, suppliers, and internal teams
- Outstanding attention to detail and strong relationship management capabilities
- Ability to work well under pressure in a fast-moving environment while maintaining a positive attitude and sense of humour
- A home workspace equipped with multiple screens featuring above 2K resolution to efficiently operate across the operational systems
Nice-to-Have Skills
- Prior experience working within the homewares, kitchenware, or consumer goods retail and distribution sector
- Deep familiarity with managing EDI orders and complex marketplace portal logic
- Experience navigating and optimizing workflows specifically within Microsoft AX software
Benefits
- Permanent work-from-home set-up
- Dayshift (Australian business hours)
- Full-time job
- HMO
- Annual leave
- Christmas Bonus equivalent to 1 month's wage (pro-rata)
Originally posted on