Job Description

Hamer Offroad specialises in premium 4x4 accessories, off-road parts, mechanical services and vehicle fitment solutions for Ford Ranger, Toyota, Lexus, RAM and other leading 4WD, SUV and utility vehicles.

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We differentiate ourselves from traditional brands by continually innovating, refining our product range, and staying ahead of market trends. Our company is led by a young and passionate team united by a common goal – visually striking and highly functional products.

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Due to continued business demand, we are seeking an organised, compassionate, and customer-focused Customer Service Officer who will be directly reporting to the Customer Service Team Lead. This role is all about delivering a great customer experience.

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You will be joining the Sales team in the Head Office (location: 104 Fox Drive, Dandenong South, VIC 3175).

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About the Role

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As a Customer Service Officer at HAMER 4X4, you will be working as part of a tight-knit team, driving customer satisfaction and ensuring smooth operations across all customer touchpoints. You provide service to a variety of customers through multiple platforms in the best productive and skilled manner.

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What you will be doing

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Primary Tasks include

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Customer Service: order processing, handling phone calls (both inbound and outbound), emails, quotes, web, and in-store inquiries

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Data input of all inquiries received on daily base across all channels

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Coordinate parts and accessories with 3rd party suppliers for major customers vehicle builds

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Inventory Management: stock identification, ordering, receipting, and dispatching

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Showroom upkeep: product placement, brochures and signage

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General administrative tasks and assisting with other business aspects as needed

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Experienced in Retail Sales, Claims, Call Centre, and other Customer Service roles

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Stellar communication skills (both written and verbal) who is dedicated to delivering an unparalleled customer experience

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Efficient in processing both offline and online orders

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Address product, service, and order inquiries in a prompt manner

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Proactive in informing customers about any order or service changes, providing alternate solutions when needed

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Manage and de-escalate potential conflict situations with customers

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Administrative Responsibilities

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Oversee multiple social media channels, responding to comments, reviews, and customer inquiries in a professional manner

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Handle customer grievances professionally, upholding the reputation of HAMER 4X4

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Provide exceptional customer service, managing escalations efficiently

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Possess exceptional attention to detail, numerical, and analytical skills

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Organised, with a strong emphasis on punctuality and follow-through

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Familiar with MS Office software and cloud storage solutions like Google Drive

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About You

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At least two (2) years of experience in customer service or sales role

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Proficient in using computer systems and software to manage customer interactions and data, as well as MS Office, MYOB, XERO, SAP

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Excellent verbal and written communication skills are crucial for effectively interacting with customers and resolving their issues

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Ability to identify and resolve customer issues efficiently and effectively

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Strong ability to build rapport with customers, empathise with their concerns, and maintain a positive attitude

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Ability to remain calm and composed when dealing with difficult or upset customers

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Ability to manage multiple tasks and prioritise customer needs effectively

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Ability to pay close attention to customer inquiries and ensure accurate and thorough responses.

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A thorough understanding of the company's products or services is essential for providing accurate information and assistance

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Ability to adjust to changing situations and customer needs

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Ability to de-escalate difficult situations and find solutions that satisfy customers

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Able to work both independently, and to collaborate with other team members to provide the best possible customer service

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Highly organised, with the ability to manage multiple tasks and meet deadlines

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Thrive in a fast-paced environment and adapt to its demands

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Motivated, open to learning, and enthusiastic about team collaboration

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Remuneration

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This is subject to your skills, qualifications and experience, but it will be within a salary range of between $65,000 - $75,000 per annum + superannuation.

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Only shortlisted candidates will be contacted.

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Learn more about us

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Website: www.hamer4x4.com.au

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Facebook: www.facebook.com/hameroffroad/

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Instagram: www.instagram.com/hamer4x4/

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TikTok: https://www.tiktok.com/@hamer4x4australia

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LinkedIn: https://au.linkedin.com/company/hamer-4x4

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YouTube: https://www.youtube.com/@Hamer4x4Australia

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Your application will include the following questions

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- Which of the following statements best describes your right to work in Australia?
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- How many years' experience do you have as a Customer Service Representative?
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- Do you have customer service experience?
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- Do you have experience in administration?
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- Do you have a current Australian driver's licence?
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- Which of the following Microsoft Office products are you experienced with?
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- How many years' experience do you have in a Call Centre Role?
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- Do you have order processing experience?
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What can I earn as a Customer Service Representative

📌 Customer Service Officer (Victoria)
🏢 Hamer Offroad(Hamer 4x4
📍 Victoria