About DFV Australia

DFV Australia is a growing Australian manufacturer specialising in premium architectural aluminium finishes, including powder coating and timber-look solutions.

We work closely with fabricators, builders, architects, designers and commercial partners across Australia, supporting projects where quality, reliability, service and attention to detail matter.

As our business continues to grow, we are looking for an experienced and highly capable Customer Experience Specialist to become a key point of contact for our customers and an important part of our customer service team.

This is not a traditional call-centre customer service role. It is a hands-on, relationship-focused position for someone who enjoys taking ownership, solving problems and making sure customers receive a consistently professional experience from enquiry through to delivery.

The Role A Customer Experience Specialist plays a pivotal role in ensuring that a company's customer service operations run smoothly. They are the linchpin between customers and the various departments within an organization, making sure that customer inquiries and issues are addressed efficiently and effectively. Within the customer service team, this role is essential for providing excellent customer experiences, improving response times, and maintaining high customer satisfaction levels.

Customer Experience Specialist have a wide range of responsibilities that revolve around managing customer interactions and streamlining service processes. Below are some of the key responsibilities:

Key Responsibilities

- Provide a high level and professional standard of customer service.
- Answer enquiries about a company’s products or services via phone and email.
- Collect and analyse customer feedback.




- Act as a key point of contact for existing and prospective customers.
- Process all quotes and orders accurately and within company specified response times.
- Follow up quotations, enquiries and outstanding customer requirements.
- Take ownership of customer issues and follow problems through to resolution.
- Provide customer with updates regarding production, lead times and delivery schedules.
- Work closely with Production and Operations to ensure customer expectations are managed effectively.
- Support the Sales team with quotations, enquires and follow-up.
- Prepare customer briefing notes for sales staff/management prior to visits to customers.
- Prepare regular customer service reports, including quotation and order activity, outstanding actions and customer related issues.
- Escalate important customer or operational issues appropriately.
- Manage large amounts of incoming phone calls

- Manage customers’ accounts
- Keep records of customer interactions and details of actions taken, process customer accounts and file documents
- Identify opportunities to improve the customer experience and internal process.
- Supporting the onboarding of new customers.
- Follow communication procedures, guidelines and policies
- Contribute to a positive, accountable and collaborative team workplace.

Key Competencies, Skills and Qualifications To excel as a Customer Experience Specialist, several skills are required,



including being organized and genuinely enjoying talking to customers. The right candidate for this role ahould have:

- Previous experience in customer service, customer experience, internal sales or sales support - we require at least 3 years of relevant work experience in a similar role.
- Excellent communication and interpersonal skills and a confident, professional phone manner.
- Confident, professional phone manner and excellent written communication skills.
- Strong attention to detail, particularly when preparing quotations and processing customer information.
- Ability to manage multiple priorities and ability to remain calm when priorities change.
- Strong problem-Solving skills.
- Confidence working across different departments to get outcomes for customers.
- Empathy and Patience.
- Highly organised and pro-active thinking approach.
- Ability to manage own workload.
- Ability to be assertive and work under pressure.
- Driven to achieve set goals.
- Strong sense of accountability and reliability.
- Good computer skills, solid data analysis and excel experience and confidence learning CRM, ERP and business system.
- A genuine interest in delivering an excellent customer experience.

Experience within manufacturing, construction, architectural products, aluminium, building materials, wholesale or another B2B environment would be highly regarded, but is not essential for the right person. We're particularly interested in finding someone who wants more than just a "customer service job"—someone who wants to understand the company and grow with it.

We are offering competitive remuneration, superannuation, and other staff benefits. Full time position

📌 Customer Experience Specialist (Moss Vale)
🏢 DFV Australia
📍 Moss Vale