Job Description
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Processing of customer sales orders (SO) including:
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Customer Purchase/Sales order entry and management of order through to delivery.
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Logging of RMA's and managing the process of returned goods. Accountability for the determination of appropriate courses of action with regard to crediting customers or replacement of faulty goods.
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Release of delivery documents to the warehouse and liaise with the warehouse team on special shipment requirements.
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Raise Commercial and Pro Forma documentation when applicable.
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Work closely with Purchasing team for SO Stock requirements and provide updated ETA to customers
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Responsible to answer calls in a timely manner and update Zendesk tickets.
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Action customer enquiries including but not limited to stock availability, pricing and product enquiries.
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Regular cross function meetings with Sales and Product Managers to discuss and resolve customer issues/tickets.
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Reporting as required
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Operational Excellence/Key Performance Metrics n
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Collaborate with CS team members to ensure phone coverage, minimising missed calls to under 10%.
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Respond to consumer enquiries within 24hrs.
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Process SO's received prior to 11am for same day dispatch, after 11am for next day delivery.
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Accountability for customer specific portal order acknowledgement and delivery notifications where applicable for SO processing.
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Weekly outstanding order report (OOR) creation and distribution.
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Action OOR feedback within 24hrs of receipt. Assist the team to maintain a MFA Satisfactory score of over 85%
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Respond to all customer queries in a customer centric and proactive way – ensuring customer satisfaction and resolution, anticipate needs and exceed customer expectations.
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Ensure Standard Works are followed for all Customer Service processes. Maintain and review Standard Works regularly as per Cx requirements.
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Take ownership of all customer complaints, proactively address customer concerns.




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Ensure all enquiries are properly logged.
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Ask customers targeted questions to quickly understand and correctly route enquiries.
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Provide prompt and accurate feedback to customers.
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Refer to internal database or external resources to provide accurate consumer solutions.
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Properly escalated order related issues to appropriate internal teams.
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Liaise with Production and Purchasing Leaders on finished goods inventory issues and schedule receipt due dates.
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Prioritize and manage competing demands simultaneously
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Prepare accurate and timely reports.
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Assist to identify reasons for missed KPI targets. Participate in the analysis of defect reasons and take part in the improvement activities.
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Participate in training to further develop the skills and knowledge required to perform the duties effectively.
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Maintain positive relationships with stakeholders. View all issues with a company-wide perspective.
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Professional Experience n
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At least 3 to 5 years' experience in a Customer Service role
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Intermediate skills in MS Office and Understanding of Supply Chain and Operations methodology
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Experience working in a team workplace
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Experience in compiling Standard, Works, Standard Operating Procedures or/and Work Instructions
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Experience working with ERP systems
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Ability to converse with customers and difficult enquiries
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Ability to handle escalated issues
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Able to work in a team environment with diverse personalities
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Ability to establish and adhere to strict timeframes
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About Kidde Global Solutions n
Kidde Global Solutions is a world leader in fire & life safety solutions tailored for complex commercial facilities to homes. Through iconic, industry-defining brands including Kidde, Kidde Commercial, Edwards, GST, Badger, and Aritech, we provide residential and commercial customers with advanced solutions and services to protect people and property in a wide range of applications, all around the globe.
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📌 Customer Service (Melbourne)
🏢 Kidde Global Solutions
📍 Melbourne