Customer Support Representative

About the Company
Our client is a leading Australian supplier of packaging and trade supply products, serving businesses across the wholesale, distribution and foodservice sectors. With customers across Australia and New Zealand, and a national distribution network, they are recognised for their reliable service, broad product range and long-standing customer relationships. They take their responsibility for environmental and social impact seriously. They are committed to delivering top-tier customer service and are currently seeking Customer Support Representatives to join their dedicated team. If you have a passion for helping customers and the skills to manage orders accurately in a fast-paced environment, we encourage you to apply for this opportunity.
Job Summary
We are looking for a detail-oriented Customer Support Representative to be the first point of contact for customers across Australia. The role processes orders accurately, responds to customer enquiries over phone, email and chat, and coordinates with sales, warehouse and freight teams to make sure every order is delivered on time and every issue is resolved quickly and professionally.
Role Details
Position title: Customer Support Representative
Department: Customer Service
Reports to: Customer Service Team Leader
Direct reports: N/A
Responsibilities
Customer Enquiries and Order Support
Respond to inbound phone, email and chat enquiries within agreed response times
Enter and process sales orders, backorders and amendments accurately in the order management system (NetSuite) within agreed SLAs
Prepare quotes, confirm pricing, check stock availability and maintain open enquiries
Provide delivery ETAs and proactively update customers on delays, backorders or substitutions
Issue Resolution
Investigate and resolve delivery, invoicing, damaged goods and returns issues, raising credits and claims where required
Liaise with the warehouse, freight carriers and sales representatives to close out issues end to end
Escalate complex or high-value matters to the onsite Team Leader with clear notes and recommended actions
Account and System Maintenance
Keep customer records, contact details and order notes accurate and up to date in the CRM and ERP
Log all interactions and outcomes to support reporting and continuous improvement
Follow standard operating procedures and contribute suggestions to improve them
Team Contribution
Meet individual productivity, accuracy and customer satisfaction targets
Share product and process knowledge with colleagues and support new starters as needed
Participate in daily huddles, coaching sessions and team meetings
Key Performance Indicators
Order entry accuracy (target 99% or above)
Average order entry speed, and call and email response time within agreed SLA
Customer satisfaction (CSAT) score
First contact resolution rate
Credits and claims raised within 48 hours
Requirements
1 to 3 years of experience in customer service, order processing or sales support, ideally supporting Australian or New Zealand customers
Confident phone manner and clear written English
Experience using a CRM, ERP or ticketing system (NetSuite)
Strong attention to detail with order entry and pricing
Intermediate Microsoft Excel and Outlook skills
Ability to manage a high volume of queries while staying organized and calm
Desirable
Experience in trade supply, wholesale, distribution, packaging or FMCG environments
Familiarity with Australian freight carriers and delivery processes
Experience working in an offshore or remote team supporting an Australian business
Personal Attributes
Customer-focused and solutions-oriented
Reliable and consistent in a fast-paced environment
Takes ownership and follows through
Collaborative team player who communicates openly
Willing to learn products, systems and processes quickly
Working Arrangements
Full-time, on-site based (Quezon Avenue Corner Scout Reyes Diliman QC)
Rostered to Australian business hours, with the possibility of staggered shifts across time zones (NSW, VIC, QLD, WA)
Training provided by the client during onboarding
Benefits
Access to online learning platforms and a budget for professional development
A collaborative, no-silos environment, encouraging learning and growth across teams
A dynamic social culture with team lunches, social events, and opportunities for creative input
Health insurance
Leave Benefits
13th Month Salary
If you are a skilled Customer Support Representative looking for a new opportunity with a growing company, we would love to hear from you. Apply now.

Work arrangement
No