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Customer Service Representative

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Job Description

This position will be responsible to provide exceptional customer centric service to our external customer base, which includes the following functional activities

  1. At all times, deliver and promote the HB Fuller Telephone Policy – COGS 3 at all times.
  2. Input, monitor and coordinate all received customer orders to meet customer demands, including export shipments when applicable. – (Fax, Email, Phone, EDI)
  3. Ensure accurate pricing is included on all orders during the order entry process. Work with internal pricing team and account managers where price variances are evident
  4. Manage all customer complaints as received, including those input within SFDC - assign to appropriate personnel to complete and resolve to customer satisfaction, where applicable
  5. Prepare and/or process customer credit adjustments, finance rebates and customer invoices.
  6. Maintain and coordinate accurate records for Consignment warehouses - deliveries and usage invoices. Manage all aging stock within consignment warehouses and alert Account Managers to clear as required
  7. Delivery enquiries – Communicate transit times, coordinate POD’s and ETA’s for customer orders.
  8. Monitor and maintain all AS400/Prism housekeeping requirements relating to Customer Order Management.
  9. Backup Order entry for CSD team members for all customer bases, as and when required.
  10. Communicate with other internal departments as required to support
  11. Ability to work to flexible hours to support differing time zones throughout Australia and New Zealand, when required
Required Experience

Minimum Requirements

  • Minimum Year 12 secondary education
  • 3-5 years working in a customer service environment and/or a related field.
  • Computer literate – with data entry speed minimum 8500 alpha numerical per hour &>99% accuracy
  • High comprehension and numeracy proficiency and be able to communicate at all levels
  • Possess a professional phone manner

Job Location
Dandenong South, Victoria, Australia
Position Type
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