Customer Solutions Specialist

Our client is one of Australia’s largest gifting, homewares, and kitchenware distributors, dedicated to bringing joy and meaning to people's lives through their products.

They are now seeking to hire a Customer Solutions Specialist to join their dedicated Customer Solutions team. This role exists to execute day-to-day processes and customer service plans, ensuring the business consistently meets and exceeds both customer and consumer expectations.

Job Responsibilities

Order & Request Management

• Process new customer orders received via email, phone, dropshipping, and EDI channels
• Manage end-to-end order-to-cash tasks and activities, including processing, warehouse requests, transport requests, and handling invoice or credit issues
• Assist in managing back orders and hold orders to ensure comprehensive end-to-end order management
• Perform system order updates, amendments, and manage operational system steps requiring non-automated actions
• Handle booking administration, delivery window coordination, and pre-booking tasks for deliveries

Customer Support & Inquiry Resolution

• Manage primary communication platforms daily, including MS365 email and the Zendesk Suite
• Respond efficiently to customer and consumer enquiries across Zendesk, email, voice messaging, live chat, and social media channels
• Prepare for future expansions into direct consumer contacts and enquiries via messaging apps and chat tools
• Follow up on internal requests such as proof of delivery tracking updates, warehouse requests, and carrier assistance requests

Claims & Issue Resolution

• Conduct thorough claims investigations and complete end-to-end claims processing
• Identify, investigate, and resolve transport issues, logistics delays, and customer returns
• Address and resolve warranty and claim enquiries within the approved company delegation of authority

Communication & Continuous Improvement

• Communicate effectively, professionally, and transparently with both internal stakeholders and external customers
• Maintain strong performance KPIs based on workload attended to within SLA, aiming for an output-driven 24-hour turnaround on emails
• Adopt a continuous improvement mindset, providing constructive feedback and participating in workshops to optimize functional workflows

Requirements

• Proven prior experience in order management, order processing, and operations-focused environments
• Demonstrated experience handling claims processing and navigating system automation workflows
• Strong hands-on experience using Zendesk (or a similar customer service suite) and intermediate proficiency with Microsoft Office suite
• Exposure to ERP systems such as SAP or Microsoft AX, along with dropship and marketplace portals
• High level of English competency to communicate effectively with clients, suppliers, and internal teams
• Outstanding attention to detail and strong relationship management capabilities
• Ability to work well under pressure in a fast-moving environment while maintaining a positive attitude and sense of humour
• A home workspace equipped with multiple screens featuring above 2K resolution to efficiently operate across the operational systems

Nice-to-Have Skills

• Prior experience working within the homewares, kitchenware, or consumer goods retail and distribution sector
• Deep familiarity with managing EDI orders and complex marketplace portal logic
• Experience navigating and optimizing workflows specifically within Microsoft AX software

Benefits

• Permanent work-from-home set-up
• Dayshift (Australian business hours)
• Full-time job
• HMO
• Annual leave
• Christmas Bonus equivalent to 1 month's wage (pro-rata)