The Customer Service Specialist is responsible for ensuring effective order processing, customer communication, and service delivery across assigned accounts. The role acts as a key point of contact between customers, Sales, Procurement, and Production to ensure high customer satisfaction and operational excellence. The position contributes to revenue continuity through proactive issue resolution, order coordination, and service reliability.
Key accountabilities
Order Management: Manage end-to-end customer order processing, including order entry, confirmations, delivery coordination, invoicing support, and documentation accuracy while ensuring compliance with company procedures and customer requirements.
Customer Communication: Serve as the primary contact for assigned customers regarding order status, product availability, shipment tracking, and service-related inquiries while maintaining a professional and customer-focused approach.
Issue Resolution: Investigate and resolve customer complaints, delivery discrepancies, invoice issues, and logistics challenges in coordination with internal stakeholders to minimize business disruption.
Cross-Functional Coordination: Collaborate closely with Sales, Warehouse, Logistics, Production, and Finance teams to ensure timely order fulfillment and smooth execution of customer commitments.
Data & Reporting: Maintain accurate customer records, pricing information,



and transactional data within ERP and CRM systems while supporting reporting and KPI tracking activities.
Continuous Improvement: Identify opportunities to improve customer service processes, operational efficiency, and communication practices to enhance customer experience and service performance.
Qualifications and Experience
Apprenticeship or college degree in Business Administration, Supply Chain, Logistics, or related field.
2–5 years of experience in customer service, order management, or commercial operations within industrial or manufacturing environments.
Experience working with SAP is a must
Skills and Competencies
Strong understanding of supply chain and order-to-cash processes.
Strong attention to detail, organization, and customer orientation.
Order management and coordination
Customer relationship management
ERP and CRM system proficiency
Problem-solving and issue resolution
Cross-functional collaboration
Analytical and organizational skills
Communication and stakeholder management
Time management and prioritization
Reporting Relationships
Reports directly to the Country Leader
Works closely with Sales, Procurement, Logistics, Production and Finance teams.
This is an Individual Contributor position
Supports regional or global customer accounts depending on organizational structure.
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📌 Customer Service Specialist (Wollongong)
🏢 Calderys Australia Pty
📍 Wollongong