Customer Support Representative

As a Customer Support Representative, you’ll play a vital role in maintaining service standards by improving operational efficiency and fostering strong customer and internal relationships.

Reporting to the Sales Operations Leader, you’ll support order processing through the offshore Customer Service team, manage client enquiries, and work cross-functionally to help ensure exceptional service delivery.

Your work assists sales Account Managers in strengthening client relationships, enhancing customer satisfaction, and supporting company growth.

About Us

PAC Trading is a leading Australian provider of eco-friendly packaging products. Committed to excellence and customer satisfaction, we pride ourselves on delivering high-quality products and providing exceptional service to our clients. As we continue to grow, we are seeking an experienced Customer Support Representative to join our dynamic team at our warehouse in Carol Park.

About the Role

• Support customer order management across order to dispatch: Ensure customer orders are accurately processed and fulfilled on time, while supporting the Customer Service and Sales teams and working closely with Supply Chain, Warehouse, and Freight to resolve issues and deliver a positive customer experience.

• Customer Engagement Management: Act as a key point of contact for customers, Sales, and Customer Service by supporting enquiries, resolving issues, and assisting with customer escalations.

• Champion Team Growth and Performance: Build strong relationships with Customer Service leaders, provide guidance, mentorship, and training, and support the team to achieve high performance and deliver exceptional customer service.

• Process Compliance: Ensure compliance with SOPs across the order-to-dispatch process and support their ongoing development and improvement.

• Continuous Improvement: Identify opportunities to improve systems and processes and work with the National Sales Operations Manager and cross-functional teams to improve efficiency.

• Facilitating Knowledge Sharing and Collaboration: Build strong relationships across Sales, Warehouse, Freight, and Supply Chain to support knowledge sharing and seamless service delivery.

• Record Keeping: Maintain accurate customer and account records in NetSuite and ensure all records and communications comply with privacy and cybersecurity requirements.

About You

• Bachelor’s degree qualification is desirable

• Strong written and verbal communication skills

• Demonstrated proficiency in software and business systems is essential

• Prior experience in sales support, customer service, or a related role is essential

• Excellent customer-focused communication skills

• Experience with customer customisations is advantageous

• Strong attention to detail and accuracy in order processing and data entry

• Ability to multitask and prioritise effectively in a fast-paced environment

• Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook

What’s on Offer

• Work with a fast-growing, Australian innovative sustainable packaging company

• A collaborative, supportive environment

• Career development opportunities in a growing organisation

• Convenient location with parking available

Please note that all applicants will undertake a criminal background check as part of our background screening process.