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 serviceA 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 responsibilitiesProviding support and assistance to customers who have questions, concerns, or issues with products or services, including answering inquiries, troubleshooting problems, and providing guidanceAct as a primary point of contact for customers regarding delivery scheduling, product inquiries, credit requests, and onboarding processesAddressing customer complaints effectively and professionally, aiming to resolve issues to the customer's satisfaction, investigating problems, offering solutions, or escalating issues to supervisors when necessaryOffering product or service information to customers, including basic capability, pricing,



and availabilityAssisting customers with placing orders (both domestic and export), tracking shipments, and processing returnsEnter and manage orders and invoicing through retail portals such as Coles, Woolworths, and IGA to facilitate timely transactionsRespond promptly to all incoming emails following a first-in, first-out approachGenerate and customise invoices, delivery dockets, and Certificates of Analysis according to specific customer requirementsCoordinate and book delivery time slots in accordance with customer preferences and logistical constraintsDocument customer interactions, inquiries, complaints, and resolutions accurately in a FMDB (Flavour Makers Database) systemAbout you3 years plus customer service or sales experience preferredPrevious experience in the food manufacturing industry and/or operational/logistics/manufacturing environmentVCE or equivalent preferredDriver's Licence preferredHighly developed interpersonal and communication skillsProficient in administrative tasks and data entry with robust emphasis on attention to detail, accuracy, and effective time management skillsExcellent verbal communication skills for effectively conveying ideas, instructions, and feedbackProficient in Excel, Word & PowerPoint - previous experience with Google Suite is preferredAnalytical mindset with the ability to identify issues, analyse root causes, and implement effective solutionsAbility to demonstrate the sales team's brand values
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📌 Customer Experience Representative (Melbourne)
🏢 Flavour Makers
📍 Melbourne