Trainee Graduate

Position Title: Customer Service Graduate – Systems & WarehousingDepartment: Customer Service / Supply Chain & OperationsReports To: Customer Service Manager / Graduate Program CoordinatorLocation: Melbourne (Brooklyn)Employment Type: Full-time (Graduate Program Rotation)

Role Purpose

The Customer Service Graduate role is designed to build well-rounded operational and customer-facing expertise within our business. During this specific rotation, you will bridge the gap between front-line customer engagement, warehouse logistics, and system workflows (ERP/WMS).

You will gain hands-on experience in managing customer queries, order processing, inventory visibility, and warehouse dispatch alignment while identifying system and process improvement opportunities to enhance overall customer satisfaction.

Key Responsibilities & Accountabilities 2. Warehousing & Logistics Alignment 3. Systems & Process Optimisation 4. Continuous Improvement & Projects Key Relationships Key Performance Indicators (KPIs) Skills, Knowledge & Attributes

Customer Service & Order ManagementReceive, log, and process customer orders, enquiries, and feedback via phone, email, and customer portal channels accurately and within agreed SLAs.Act as a key communication link between customers and operational teams regarding lead times, order status, stock availability, and delivery updates.Resolve customer issues, claims, and returns in a timely, professional manner, ensuring root causes are documented.Work closely with warehouse floor personnel, dispatch leads, and transport planners to monitor order fulfillment cycles.Track order picking, packing, and dispatch schedules to ensure on-time and in-full (OTIF) delivery.Assist in investigating inventory discrepancies, stock movement delays, or consignment tracking issues.Participate in warehouse floor walk-throughs and gain practical insight into inventory storage, cycle counts, and freight handling.Utilize internal systems (ERP, WMS, and CRM) to maintain accurate customer and order master data.Map order-to-delivery workflows to identify bottlenecks, system errors, or manual workarounds.Assist in testing, refining, and implementing system enhancements or reporting dashboards related to order processing and warehouse dispatch.Support the development of standard operating procedures (SOPs) for integrated customer service and warehousing processes.Contribute to rotational cross-functional improvement projects aimed at reducing delivery delays, improving stock accuracy, or enhancing customer communication channels.Prepare basic operational analytics and reporting (e.g., OTIF rates, backorder reports, enquiry resolution times).Internal: Customer Service Team, Warehouse & Logistics Operations, Supply Chain & Inventory Planning, IT & Systems Support, Quality/Compliance.External: Commercial Customers, Third-Party Freight & Transport Providers, Field Sales Representatives.Order Accuracy & Timeliness: Order entry speed and accuracy meeting department quality thresholds.Customer Satisfaction: Prompt, professional resolution of customer enquiries within designated turnaround times.System Data Integrity: Maintenance of clean order and inventory data across ERP and WMS platforms.Project Delivery: Active participation and completion of assigned rotation project objectives.

Qualifications & Education

Recent degree or qualification in Supply Chain/Logistics, Business, Information Systems, Commerce, or a related field.

Key Skills & Competencies

Systems Aptitude: Comfortable learning and navigating enterprise systems (ERP, WMS, CRM, and Microsoft Office Suite, especially Excel).Problem-Solving: Analytical mindset with a passion for diagnosing process breakdowns and proposing practical solutions.Communication: Clear, confident written and verbal communication skills with the ability to liaise effectively between office and warehouse floor teams.Customer Focus: Strong service orientation with an eagerness to understand customer needs and deliver positive outcomes.Adaptability & Drive: High energy, curiosity, and a willingness to learn across diverse operational environments.