Customer Service Officer

Location: FURN HO Support
Posted on: 05 February 2018

We are seeking a Customer Service Officer for a fixed term contract (maternity leave cover) until 21/12/2018 to work in our Abbotsford, Melbourne head office. If you have a passion for creating exceptional customer experiences and want to work within an awesome company, keep on reading!


About us

James Richardson, established in 1892, has a long and rich history which we want you to be a part of! JR is a major duty free retailer with stores in most States of Australia, New Zealand as well as internationally, with JR/Duty Free consecutively listed as one of the World's Top 20 Duty Free Companies since 2013. We're an importer of commercial furniture and also have a significant property and investment portfolio. Our philosophy is to provide exceptional customer service whether internally or externally, with a fundamental part of this being the support and commitment to our employees. We promote a positive working culture within the business and pride ourselves in taking care of our biggest asset - our employees!


About the role

Located in our Head Office in Abbotsford, your duties will include, but not be limited to:

  • Providing exceptional & effective customer service is given to both internal and external customers
  • Directing new sales enquires to the relevant team
  • Responding to daily enquiries on stock availability, FTS pricing, sales orders & deliveries in a professional, efficient and timely manner
  • Entering sales orders accurately and sending order confirmations
  • Ensuring orders are processed within agreed service level periods
  • Logging Customer Service Action Reports and compiling supporting documentation relevant to the enquiry
  • Issuing balance payments and following up to ensure orders are paid in line with operational guidelines
  • Communicating order delay notifications to customers
  • Maintaining accurate records of sales order correspondence, payments, delays & queries at all times
  • On occasion, provide support to the Business Development Management team to produce and supply pricing and product quotes.


About you

You enjoy delighting customers at every opportunity, are able to build rapport and understand their needs quickly. You enjoy working as a part of a team though are able to work autonomously and adopt a proactive approach, showing initiative when appropriate. To be successful in this role, you will have the following experience:

  • Demonstrable experience and knowledge of providing exceptional customer service
  • Strong administration and order facilitation experience
  • Highly developed interpersonal and communication (written and verbal) skills sufficient to influence, persuade and negotiate at all levels within and outside the organisation
  • Strong numerical skills and a high level of attention to detail
  • Intermediate MS Office – Word, Outlook and Excel skills
  • Demonstrable ability to manage various competing priorities and the ability to assess and resolve complex problems
  • A sense of urgency and the ability to translate this into effective organisational practices and time management



If this role sounds like a challenge you're capable of, click on the link below to apply! Please note that only candidates who are successful for shortlisting will be contacted.