Customer Service Representative at Sourcefit

Position Summary

The Customer Service Representative will provide frontline support to customers of a growing bakery and food manufacturing business. This role will handle customer enquiries, process orders, manage email inboxes and customer records, assist with complaint resolution, and coordinate closely with internal teams to ensure customer orders and concerns are handled accurately and efficiently.

The ideal candidate will have strong customer service experience, excellent communication skills, a professional phone manner, high attention to detail, and the ability to work in a fast-paced environment where accuracy is critical. This role requires someone proactive, organized, and comfortable managing multiple communication channels while supporting both customers and internal stakeholders.

Job Details

Work-from-home

Monday, Tuesday, Wednesday, Friday & Saturday, 8:00 am-5:00 pm Sydney Time 

Responsibilities

Customer Interaction

• Efficiently handle incoming customer calls, emails, social media messages, and website enquiries.

• Respond promptly and professionally to customer enquiries across multiple communication channels.

• Manage and monitor multiple email inboxes throughout the day.

• Act as a liaison between the business and its customers, ensuring orders, complaints, and general queries are addressed appropriately.

• Maintain a professional and helpful phone manner when speaking with customers.

• Build and maintain positive customer relationships through timely, accurate, and courteous support.

Order Processing and Management

• Process incoming customer orders accurately and efficiently.

• Coordinate customer ordering systems, including front-end and back-end order management.

• Ensure order details are entered correctly and updated in the relevant systems.

• Update customer records and maintain accurate customer information.

• Assist in coordinating delivery runs and related order fulfillment details, where applicable.

• Work with internal teams to support timely and accurate order processing, especially for next-day delivery requirements.

Troubleshooting and Support

• Troubleshoot customer issues and resolve concerns where possible.

• Handle customer complaints professionally, including delivery concerns, order issues, and product quality-related matters.

• Escalate complex or sensitive issues to the appropriate internal contact or manager when required.

• Log customer calls, enquiries, and issues accurately.

• Maintain and update the CRM system diligently.

• Use sound judgment and initiative to resolve issues before escalating, while knowing when to seek support.

Internal Coordination

• Communicate effectively with internal departments, including production, packing, logistics, and management.

• Coordinate with internal teams to resolve customer concerns and ensure accurate information is provided.

• Provide timely updates to relevant stakeholders regarding customer issues, order changes, and delivery-related matters.

• Support smooth communication between customers and internal operations.

Health and Safety Compliance

• Maintain a clean, safe, and organized workspace.

• Follow workplace health and safety policies and procedures.

• Ensure work practices are aligned with company standards and compliance requirements.

Reporting and Meetings

• Record and report customer issues, operational concerns, or recurring problems to Management.

• Provide updates on customer service matters as required.

• Participate in team meetings, training sessions, and other meetings as needed.

• Attend occasional meetings as required by Management.

Miscellaneous Tasks

• Perform general clerical and administrative tasks as directed by Management.

• Support customer service process improvements where applicable.

• Assist with other related duties required to support customer service and business operations.

Qualifications

• Previous experience in a customer service, customer support, call center, order processing, or administrative support role.

• Strong verbal and written communication skills.

• Excellent phone manner with the ability to communicate professionally with customers.

• Experience handling customer enquiries, complaints, and escalated concerns.

• High attention to detail and strong data entry accuracy.

• Ability to process orders and customer information with speed and precision.

• Strong organizational and multitasking skills, with the ability to manage multiple inboxes and communication channels.

• Comfortable working in a fast-paced environment with short turnaround times.

• Ability to troubleshoot issues, think independently, and make sound decisions when appropriate.

• Proactive, reliable, and able to work with minimal supervision in a remote work setup.

• Comfortable coordinating with internal teams such as production, packing, logistics, and management.

• Proficient in Microsoft Office and comfortable learning customer service, order management, and CRM systems.

• Must be amenable to working an Australian business-hours schedule, including Saturdays as required.

• Flexibility to support additional shift coverage when needed is highly preferred.