Customer Experience Specialist – Order Management

Azelis is an distributor of specialty chemicals and food ingredients. In Australia we work across seven market segments, from food and nutrition to personal care, pharma, agriculture and CASE, with offices, blending facilities and warehouses in every capital city across Australia. Our local team of more than 60 people supports over 1,200 customers, backed by a worldwide network.

As a Customer Experience Specialist, you will own the at experience for your customers. You are the link between our supply chain and operations teams, our commercial team and our customers. You will manage your customers sales orders from entry to delivery, navigating all challenges and obstacles, moving heaven and earth if needed to make sure your customers experience is second to none. If you are passionate about how your customers perceive you and the company you work for, then please read on.

What you will do

Create and maintain sales orders in Microsoft Dynamics 365, keeping order status accurate at all times

Allocate inventory to customer orders using first-expiry-first-out (FEFO) or as agreed with the commercial and supply chain teams

Monitor delivery dates and work with our warehouses on dispatch timing so requested ETAs are met

Contact customers and colleagues early about material availability, delays or anything else affecting an order

Send customers regular weekly and monthly order and ETA reports, plus tailored reporting for key accounts

Raise and manage customer returns through to completion with warehouses and finance

Support the commercial team in maintaining customer pricing in our CRM

Be the voice of the customer internally and hold us to our service commitments

What you will bring

Experience in B2B customer service,



order management or sales support, ideally in distribution, manufacturing or supply chain

Hands-on ERP experience. Microsoft Dynamics 365 is highly regarded; SAP or similar is welcome

Intermediate Microsoft Excel, Outlook, Word and Teams skills

Clear, professional written and verbal communication

Strong attention to detail and the organisation to manage many open orders at once

A proactive approach: you raise the issue before the customer does

Adaptability in a business where priorities and responsibilities change

Experience with chemicals, food ingredients or other batch- and expiry-managed products is an advantage, not a requirement.

What we offer

- Real ownership of your customers and segment, not a ticket queue
- A supportive, experienced supply chain and commercial team
- The stability and career pathways of a global group operating in more than 60 countries [confirm current figure]
- Hybrid / flexible working arrangement: after 6 months

JOB DESCRIPTION

Purpose:

The role of a Customer Experience Specialist (CES) is to deliver exceptional service to internal and external customers.

As a CES you will support your Commercial Team (Internal Customers) and your customers within your designated market segment(s) (external customers) with pro-active updates on orders, material availability, delays and any other factors impacting the overall customer experience.





You will own sales order entry and maintenance for your market segment(s) and the delivery of skilled communication with customers across all communication channels.

You are the link between our Supply Chain & Operations and our customers.

Responsibilities:

Create and Maintain Sales Orders in D365

Allocation of inventory to customer orders using First-Expiry-First-Out (FEFO) method or other methods as suggested by the Commercial or Supply Chain teams to meet specific customer requirements

Monitor customer order delivery dates to ensure requested ETA’s are achieved, using the confirmed ship date to manage warehouse dispatch timing

Proactively communicating with relevant stake holders to ensure customers have total transparency as to their order statuses at all times

Maintain Sales Order status in D365 and provide weekly, monthly reporting to customers to provide the most up to date information available on deliveries and product ETA’s

Be the “Customer Voice” internally, holding your colleagues accountable for service delivery

Create, issue and process Return Material Authorisations as / when required for customer returns, following up to completion with warehouses and finance

Support Commercial Team with maintaining customer pricing in the CRM System

Periodic reporting as required based on specific customers’ needs

Qualification & Skills

Passionate about customer service

Detail oriented and organized

Experience with Microsoft D365 highly desirable

Intermediate skills across Microsoft applications such as XL, Word, Outlook, TEAMS

Excellent written and verbal communication skills

Adaptable, comfortable in a changing environment and responsibilities based upon organizational needs

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📌 Customer Experience Specialist – Order Management (Sydney)
🏢 Azelis
📍 Sydney