Customer Service Representative
- Villawood, NSW
- Permanent
- Full-time
The primary purpose of this role is to act as the main point of contact for all customer inquiries and orders, managing the full order-to-delivery cycle. This includes processing purchase orders, generating sales orders, coordinating with production and warehouse teams, ensuring accurate documentation, and keeping customers informed about the status of their orders.Key Responsibilities
- Act as the first point of contact for customer inquiries, orders, and requests.
- Process and manage customer purchase orders (POs), ensuring accuracy and compliance with requirements.
- Generate sales orders (SOs) and coordinate production scheduling with internal teams.
- Provide customers with confirmation of delivery dates and regular order status updates.
- Maintain and update product and customer records within NetSuite (ERP).
- Prepare and distribute open order reports to customers.
- Work closely with production teams to ensure timely manufacturing of customer orders.
- Check item fulfilment lists and arrange delivery dockets, invoices, freight, and shipping documentation.
- Ensure accurate printing of labels for goods produced, deliveries, and work-in-progress (WIP).
- Generate and issue Certificates of Analysis (COA) and Certificates of Conformance (COC) in line with customer requirements.
- Coordinate with the warehouse team to manage shipping schedules, stock levels, and order fulfilment.
- Supervise and support receiving, shipping, and stock control processes.
- Raise purchase orders in line with company procedures when required.
- Assist in production and product processes where needed.
- Provide general office administration support including reception duties, phones, and mail handling.
- Experience in customer service, order coordination, or similar role within a manufacturing/distribution environment.
- Strong organisational and problem-solving skills with attention to detail.
- Proficiency with ERP systems (NetSuite experience highly desirable).
- Ability to manage multiple priorities in a fast-paced environment.
- Excellent communication and customer service skills.