The primary role purpose of a Customer Service Representative is to serve as the main point of contact for customers, addressing inquiries, resolving issues, and ensuring overall satisfaction. Customer Service Representatives are responsible for delivering timely, accurate, and professional assistance, promoting positive customer experiences, and fostering long-term relationships that contribute to the success and reputation of the company. This role involves demonstrating empathy, problem-solving skills, and product knowledge while adhering to company policies and procedures to deliver consistent and exceptional service

A Customer Service Representative will collaborate with cross-functional teams to enhance customer experience and contribute to the overall success of the organisation's sales efforts.

Key responsibilities

Providing support and assistance to customers who have questions, concerns, or issues with products or services, including answering inquiries, troubleshooting problems, and providing guidance

Act as a primary point of contact for customers regarding delivery scheduling, product inquiries, credit requests, and onboarding processes

Addressing customer complaints effectively and professionally, aiming to resolve issues to the customer's satisfaction, investigating problems, offering solutions, or escalating issues to supervisors when necessary

Offering product or service information to customers, including basic capability, pricing, and availability





Assisting customers with placing orders (both domestic and export), tracking shipments, and processing returns

Enter and manage orders and invoicing through retail portals such as Coles, Woolworths, and IGA to facilitate timely transactions

Respond promptly to all incoming emails following a first-in, first-out approach

Generate and customise invoices, delivery dockets, and Certificates of Analysis according to specific customer requirements

Coordinate and book delivery time slots in accordance with customer preferences and logistical constraints

Document customer interactions, inquiries, complaints, and resolutions accurately in a FMDB (Flavour Makers Database) system

About you

3 years plus customer service or sales experience preferred

Previous experience in the food manufacturing industry and/or operational/logistics/manufacturing environment

VCE or equivalent preferred

Driver's Licence preferred

Highly developed interpersonal and communication skills

Proficient in administrative tasks and data entry with robust emphasis on attention to detail, accuracy, and effective time management skills

Excellent verbal communication skills for effectively conveying ideas, instructions, and feedback

Proficient in Excel, Word & PowerPoint - previous experience with Google Suite is preferred

Analytical mindset with the ability to identify issues, analyse root causes, and implement effective solutions

Ability to demonstrate the sales team's brand values

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📌 Customer Experience Representative (Melbourne)
🏢 Flavour Makers
📍 Melbourne