Customer Service Graduate

• Position Title: Customer Service Graduate – Systems & Warehousing
• Department: Customer Service / Supply Chain & Operations
• Reports To: Customer Service Manager / Graduate Program Coordinator
• Location: 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
1. Customer Service & Order Management

• Receive, 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.

2. Warehousing & Logistics Alignment

• 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.

3. Systems & Process Optimisation

• 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.

4. Continuous Improvement & Projects

• 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).

Key Relationships

• 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.

Key Performance Indicators (KPIs)

• 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.

Skills, Knowledge & Attributes
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.