Office Clerks-Customer Service

Job Description

Customer Service

Position Overview

We are seeking a reliable, responsible and proactive Customer Service & Key Account Coordinator to join our team.

This role is responsible for providing high-quality customer service, coordinating customer orders and enquiries, resolving issues efficiently, and maintaining strong relationships with our key customers across multiple states in Australia.

The successful candidate will be someone who takes ownership, follows through on commitments, arrives on time, communicates clearly and has a strong “Can-Do” attitude. This position requires a high level of responsibility and the ability to work independently while coordinating closely with Sales, Warehouse, Logistics and other internal teams.

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Key Responsibilities

1. Customer Service

• Respond to customer enquiries professionally and promptly by phone, email and other communication channels.

• Process and coordinate customer orders accurately and efficiently.

• Follow up on customer requests, delivery issues, shortages, returns, credits and other enquiries.

• Maintain clear and professional communication with customers at all times.

• Ensure customer issues are followed through to resolution rather than simply passed to another department.

2. Key Customer Management – Interstate

• Manage day-to-day customer service requirements for key customers across NSW , ACT and other states as required.

• Build and maintain strong, professional relationships with key customers.

• Understand individual customer requirements, ordering patterns, delivery expectations and service standards.

• Proactively identify potential issues and communicate with customers before problems escalate.

• Coordinate with Sales, Warehouse and Transport teams to ensure key customers receive consistent and reliable service.

• Maintain accurate records of customer communication, issues and follow-up actions.

3. Order & Delivery Coordination

• Coordinate orders between customers, Sales, Warehouse and Transport teams.

• Monitor order status and delivery arrangements.

• Follow up on short deliveries, missing items, damaged products and delivery delays.

• Assist with credit note and return processes where required.

• Escalate urgent or critical customer issues to management promptly.

4. Administration & Systems

• Maintain accurate customer and order information in company systems.

• Use SAP, Microsoft Excel, Outlook, Microsoft Teams and other Office 365 applications as required.

• Prepare reports, customer records and internal communication.

• Ensure all customer-related information is recorded accurately and confidentially.

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Key Personal Requirements

Punctuality

Punctuality is essential.

The successful candidate must:

• Arrive at work on time and be ready to start work as scheduled.

• Meet agreed deadlines and customer commitments.

• Understand that customer service often requires timely action and follow-up.

• Communicate in advance if any issue may affect attendance or deadlines.

Reliability

We are looking for someone whom customers and colleagues can depend on.

The successful candidate must:

• Consistently complete assigned tasks.

• Follow through on commitments.

• Maintain consistent attendance and work performance.

• Be someone the team can trust to manage customer matters without constant supervision.

Responsibility & Ownership

A strong sense of responsibility and ownership is essential.

We expect the successful candidate to:

• Take ownership of customer issues from beginning to resolution.

• Avoid the mindset of “that is not my job.”

• Identify problems and take action rather than waiting to be instructed.

• Accept responsibility for mistakes and work quickly to correct them.

• Ensure commitments made to customers are followed through.

Can-Do Attitude

We value employees who look for solutions rather than excuses.

The successful candidate should:

• Approach challenges positively.

• Be willing to learn new tasks and systems.

• Support other departments when required.

• Think proactively and suggest improvements.

• Remain calm and professional under pressure.

• Be willing to take on responsibility as the business grows.

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Key Competencies

Competency

Expected Standard

Punctuality

Consistently on time and meets deadlines

Reliability

Can be trusted to complete tasks and commitments

Responsibility

Takes ownership of work and customer issues

Can-Do Attitude

Proactive, positive and solution-focused

Customer Focus

Prioritises customer satisfaction and service quality

Communication

Clear, professional and timely communication

Organisation

Able to manage multiple customers and priorities

Problem Solving

Identifies issues and takes appropriate action

Teamwork

Works effectively with Sales, Warehouse and Logistics

Attention to Detail

Accurate order processing and administration

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Key Performance Expectations

The successful candidate will be expected to:

• Maintain a high level of customer satisfaction.

• Respond to customer enquiries in a timely manner.

• Ensure customer issues are followed through to completion.

• Maintain accurate order and customer records.

• Develop strong working relationships with interstate key customers.

• Minimise customer complaints caused by communication or follow-up failures.

• Demonstrate consistent punctuality and reliability.

• Take ownership of tasks without requiring constant supervision.

• Contribute positively to the overall performance of the team.

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Essential Requirements

• Previous experience in Customer Service, Administration, Sales Support or Account Coordination.

• Strong communication and interpersonal skills.

• Good organisational and time-management skills.

• Strong attention to detail.

• Ability to manage multiple priorities.

• Ability to work independently and as part of a team.

• Reliable, punctual and responsible work attitude.

• Strong Can-Do / solution-focused attitude.

• Competent with Microsoft Office, particularly Excel and Outlook.

• Willingness to learn SAP and company systems.

Desirable

• Experience managing key accounts or major customers.

• Experience dealing with customers across multiple Australian states.

• Experience in food distribution, wholesale, import/export or logistics.

• Japanese or Korean language skills.

• SAP experience.