Job Title

Customer Service Officer

Position Overview

TITLE:​ Customer Service Officer

Reports to:​ Customer Service Experience Manager
Based at:  Melbourne, Australia

Position Objective:

Effectively and courteously process orders, prepare correspondence, and conduct inquiry as requested by the customer, sales, marketing and customer service management.  Represent Shaw in a positive manner while interacting multiple times a day with key customers.  Provide additional customer support through detailed follow-up from order processing to delivery of the product.

Essential Duties:

Perform all order entry, maintenance, and inquiry along with other duties as assigned. Communicate all backorder and order issues to customers on a regular basisCommunicate with procurement and or distribution to expedite customer needsMonitor orders and inventory position as needed to maximize service and reduce inventory and inventory handling costs.Analyze stock positions and address concerns for customersRepresent Shaw in a positive and professional manner while interacting multiple times a day with key customersResponsible for the resolution of routine questions and problems.  Provide alternative suggestions to satisfy customer requirements when necessaryMust make sound decisions based on customer, company and employee needs, while ensuring compliance with department and company policies and proceduresSeek to understand and anticipate the unique needs of customersResponsible for maintaining a professional relationship with customersCreate a positive customer experience through professionalism, knowledge and effort by creating a climate in which the customer has confidence.Retain knowledge of and understand the requirements provided for the performance of all duties.Analyze job related information and make decisions based on previous experience.Use good judgment to control call interaction and when possible strive for single call resolutionPersonally promote a positive work environment by exemplifying honesty, integrity and passion

Physical Requirements:

Must be able to view computer screen for long periods of time. (up to 10 hours)Must have the ability to enter information using a computer keyboard for extended periods of time (up to 10 hours).Sitting for extended periods of time is required (up to 10 hours).  Stretching and periodic standing in the work area are encouraged.Must be able to work in a phone intensive environment taking up to 200 phone calls per day.Must be able to work in a structured environment with a high level of accountability.Must be able to bend, reach above one’s head and occasionally lift up to 16 kilosAbility to adjust to the stress of meeting deadlines.

Training Requirements:

Training will address the essential duties required of this position.This position will require continuous product and technical training.Various Systems training required to perform tasks

Other Requirements:

High School Certificate, Bachelor Degree preferredMinimum of 2 years of Customer Service, sales or other highly interactive service experienceClear, professional and concise communication skills; written and verbal.Must have proficient adaptable computer skillsBasic mathematical skillsSelf-motivated and possess excellent organizational skills.

Required Competencies:

Manage WorkBuild Customer SatisfactionContinuous ImprovementCollaborate

Work Shift

Shaw Industries is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.