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

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