Job Description
Graduate (Customer Service, Systems & Warehousing Rotation)
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17th August, ****
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Position Title: Customer Service Graduate – Systems & Warehousing
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Department: Customer Service / Supply Chain & Operations
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Reports To: Customer Service Manager / Graduate Program Coordinator
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Employment Type: Full-time (Graduate Program Rotation)
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17th August, ****
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Position Title: Customer Service Graduate – Systems & Warehousing
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Department: Customer Service / Supply Chain & Operations
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Reports To: Customer Service Manager / Graduate Program Coordinator
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Location: Melbourne (Brooklyn)
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Employment Type: Full-time (Graduate Program Rotation)
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Role Purpose
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The Customer Service Graduate role is designed to build well-rounded operational and customer-facing expertise within our business. During this specific rotation, you will bridge the gap between front-line customer engagement, warehouse logistics, and system workflows (ERP/WMS). You will gain hands‐on experience in managing customer queries, order processing, inventory visibility, and warehouse dispatch alignment while identifying system and process improvement opportunities to enhance overall customer satisfaction.
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Key Responsibilities & Accountabilities
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1. Customer Service & Order Management
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Receive, log, and process customer orders, enquiries, and feedback via phone, email, and customer portal channels accurately and within agreed SLAs.
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Act as a key communication link between customers and operational teams regarding lead times, order status, stock availability, and delivery updates.
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Resolve customer issues, claims, and returns in a timely, professional manner, ensuring root causes are documented.
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2.



Warehousing & Logistics Alignment
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Work closely with warehouse floor personnel, dispatch leads, and transport planners to monitor order fulfillment cycles.
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Track order picking, packing, and dispatch schedules to ensure on-time and in-full (OTIF) delivery.
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Assist in investigating inventory discrepancies, stock movement delays, or consignment tracking issues.
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Participate in warehouse floor walk‐throughs and gain practical insight into inventory storage, cycle counts, and freight handling.
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3. Systems & Process Optimisation
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Utilize internal systems (ERP, WMS, and CRM) to maintain accurate customer and order master data.
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Map order-to-delivery workflows to identify bottlenecks, system errors, or manual workarounds.
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Assist in testing, refining, and implementing system enhancements or reporting dashboards related to order processing and warehouse dispatch.
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Support the development of standard operating procedures (SOPs) for integrated customer service and warehousing processes.
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4. Continuous Improvement & Projects
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Contribute to rotational cross‐functional improvement projects aimed at reducing delivery delays, improving stock accuracy, or enhancing customer communication channels.
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Prepare basic operational analytics and reporting (e.g., OTIF rates, backorder reports, enquiry resolution times).
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Key Relationships
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Internal: Customer Service Team, Warehouse & Logistics Operations, Supply Chain & Inventory Planning, IT & Systems Support,
Quality/Compliance.
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External: Commercial Customers, Third-Party Freight & Transport Providers, Field Sales Representatives.
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Key Performance Indicators (KPIs)
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Order Accuracy & Timeliness: Order entry speed and accuracy meeting department quality thresholds.
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Customer Satisfaction: Prompt, professional resolution of customer enquiries within designated turnaround times.
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System Data Integrity: Maintenance of clean order and inventory data across ERP and WMS platforms.
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Project Delivery: Active participation and completion of assigned rotation project objectives.
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Skills, Knowledge & Attributes
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Qualifications & Education
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Recent degree or qualification in Supply Chain/Logistics, Business, Information Systems, Commerce, or a related field.
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Key Skills & Competencies
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Systems Aptitude: Comfortable learning and navigating enterprise systems (ERP, WMS, CRM, and Microsoft Office Suite, especially Excel).
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Problem‐Solving: Analytical mindset with a passion for diagnosing process breakdowns and proposing practical solutions.
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Communication: Clear, confident written and verbal communication skills with the ability to liaise effectively between office and warehouse floor teams.
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Customer Focus: Solid service orientation with an eagerness to understand customer needs and deliver positive outcomes.
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Adaptability & Drive: High energy, curiosity, and a willingness to learn across diverse operational environments.
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