Note: This is not intended to describe every element of the position. From time to time staff may be asked to perform various job related duties not listed.
TITLE: Customer Experience Officer
Reports to: Customer Service Manager
Based at: Melbourne, Australia
Date: 29th July 2026
Position Objective:
Effectively and courteously process orders, prepare correspondence, and conduct inquiry as requested by the customer, sales, marketing and customer service management. Represent Shaw in a positive manner while interacting multiple times a day with key customers. Provide additional customer support through detailed follow-up from order processing to delivery of the product.
Essential Duties:
- Perform all order entry, maintenance, and inquiry along with other duties as assigned.
- Communicate all backorder and order issues to customers on a regular basis
- Communicate with procurement and or distribution to expedite customer needs
- Monitor orders and inventory position as needed to maximize service and reduce inventory and inventory handling costs.
- Analyze stock positions and address concerns for customers
- Represent Shaw in a positive and professional manner while interacting multiple times a day with key customers
- Responsible for the resolution of routine questions and problems. Provide alternative suggestions to satisfy customer requirements when necessary
- Must make sound decisions based on customer, company and employee needs, while ensuring compliance with department and company policies and procedures
- Seek to understand and anticipate the unique needs of customers
- Responsible for maintaining a professional relationship with customers
- Create a positive customer experience through professionalism, knowledge and effort by creating a climate in which the customer has confidence.
- Retain knowledge of and understand the requirements provided for the performance of all duties.
- Analyse job related information and make decisions based on previous experience.
- Use good judgment to control call interaction and when possible strive for single call resolution
- Personally promote a positive work environment by exemplifying honesty, integrity and passion
Physical Requirements:
- Must be able to view computer screen for long periods of time.
- Must have the ability to enter information using a computer keyboard for extended periods of time.
- Sitting for extended periods of time is required. Stretching and periodic standing in the work area is encouraged.
- Must be able to work in a phone intensive environment with the ability to answer a large volume of calls per day.
- Must be able to work in a structured setting with a high level of accountability.
- Must be able to bend, reach above one’s head, and occasionally lift up to a maximum of 16 kilos
- Ability to adjust to the stress of meeting deadlines.
Training Requirements:
- Training will address the essential duties required of this position.
- This position will require continuous product and technical training.
- Various systems training required to perform tasks.
Other Requirements:
- Knowledge of Netsuite and M365 preferred.
- High School Certificate, Bachelor Degree preferred.
- Minimum of 2 years of Customer Service, sales or other highly interactive service experience.
- Clear, professional and concise communication skills; written and verbal.
- Must have proficient adaptable computer skills
- Basic mathematical skills.
- Self-motivated and possess excellent organisational skills.
Work Shift Shaw Industries is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.