Customer Service Representative

PRIMARY PURPOSE OF THE ROLE

To deliver accurate, timely, and professional customer service support across order processing, customer enquiries, and issue resolution, while contributing to continuous improvement initiatives and supporting business objectives in line with agreed KPIs, SLAs, and internal processes.

KEY RESPONSIBILITIES

Order & Transaction Management

• Process all order types accurately and in accordance with company procedures.
• Manage credit and debit note processing, ensuring appropriate approvals and documentation.
• Process and manage Return Goods Authorisations (RGAs).
• Coordinate Free of Charge (FOC) orders and demo equipment requests.
• Review and manage delivery blocks and billing blocks, working with internal stakeholders to resolve issues

Customer Support & Communication

• Respond to inbound and outbound customer calls in a professional and timely manner.
• Monitor and manage the customer service inbox and/or ticketing system to ensure enquiries are actioned within agreed SLAs.
• Respond to customer enquiries relating to orders, deliveries, invoices, products, and services.
• Liaise with internal teams (logistics, finance, sales, operations) to resolve customer issues efficiently

Order, Delivery & Invoice Oversight

• Monitor open orders to ensure timely processing, delivery, and closure.
• Track deliveries and proactively manage delays or exceptions.
• Support invoice management, including investigation and resolution of invoice queries and disputes.

Complaint & Issue Management

• Receive, investigate, and coordinate resolution of customer complaints in line with company processes.
• Ensure complaints are documented, escalated where required, and closed within agreed timeframes.
• Identify recurring issues and contribute to corrective and preventative actions.

Project Work & Continuous Improvement

• Participate in project work related to customer service, systems, processes, or service improvements.
• Identify opportunities for process improvement and contribute to initiatives that enhance efficiency, accuracy, and customer experience.
• Support implementation of new systems, procedures, or changes to existing processes.
• Assist with testing, documentation, and training where required

OH&S and Compliance

• Support OH&S requirements and raise any identified risks or incidents through appropriate channels.
• Ensure all activities are completed in compliance with internal policies, procedures, quality standards, and regulatory requirements.

Additional Responsibilities

• Undertake additional duties as reasonably required by the Customer Service Manager in support of customer service operations and business objectives.

COMPETENCIES (ATTITUDE, SKILLS, TYPICAL QUALIFICATIONS & EXPERIENCE)

• Strong attention to detail and accuracy.
• Ability to manage multiple priorities and meet deadlines.
• Clear, professional written and verbal communication skills.
• Strong problem-solving and stakeholder coordination abilities.
• Experience with ERP systems (e.g. SAP) and ticketing systems preferred