Customer Service Officer

Australian Sustainable Dairies Pty Ltd – Carrum VIC

Australian Sustainable Dairies (ASD Group) are building the future of dairy in Australia, bringing high quality, better for you, and sustainable products to Australian consumers. We are Australia’s largest fresh organic dairy business, producing award winning yoghurt, milk & cheese products, across our market leading brands Barambah Organics, and five:am Organic. We are passionate about our brands, our culture, and our team.

We have fun, we work hard and support each other to exceed goals and continue our rapid growth trajectory.

About the role

We're looking for a dedicated, detail-oriented, and dynamic individual to join our Customer Service team. In this role, you'll be the critical link between our customers, internal teams, and external logistics partners to ensure a seamless order-to-delivery experience. Based at our Carrum Downs head office, this role will process customer orders via BC (Microsoft Dynamics) as well as making high volume phone calls to customers to sell in products / ranging and take orders over the phone.

This is a fast-paced role that requires attention to detail, exceptional phone manner, the ability to work to tight deadlines, and a proactive approach to problem-solving. The role is pivotal in maintaining high levels of customer satisfaction and operational efficiency.

Key responsibilities

• Order Processing: Ensure customer orders (via EDI, email, and phone) are processed accurately and efficiently using the ERP System (Microsoft Dynamics Business Central)
• Customer Sales & Order Management: Proactively make a high volume of outbound calls to customers to promote products, secure additional ranging, and take orders over the phone
• Customer Interaction: Serve as the primary point of contact for customers and VRPs regarding order updates, delivery status, and any issues related to the order process
• Internal Collaboration: Work closely with internal teams (e.g., Warehouse, Sales, QA) to ensure effective communication and that all service level targets (DIFOT) are met
• Customer Support: Provide excellent service on the customer phone line and central inbox, addressing consumer inquiries, and assist with calls and orders nationally
• Customer Onboarding & Maintenance: Manage the administrative setup of new customers in the system, including customer details, pricing changes, and other necessary updates
• Logistics Coordination: Manage delivery schedules, coordinate pallet spaces, and work with internal warehouses and external couriers to ensure timely deliveries
• Invoicing & Claims: Manage customer invoicing, out-of-stock notifications, and credit note creation for each brand
• Reporting & Administration: Maintain and report on key metrics such as DIFOT, stock at risk, and customer service levels
• Process Improvement: Develop and implement processes to improve the end-to-end customer service function and drive knowledge transfer across the teams

About you

• Professional customer service experience, ideally within a logistics or supply chain environment
• Experience working with grocery customers and dealing with VRPs (vendor managed replenishment) is preferred
• ERP experience, specifically with Microsoft Dynamics Business Central, is highly regarded
• Professional and persuasive phone manner
• Strong process management and multi-tasking skills, with the ability to prioritize competing deadlines
• Ability to manage multiple tasks simultaneously with a high degree of accuracy and attention to detail
• Strong communication, relationship-building, and problem-solving skills
• A customer-first mindset with a focus on continuous improvement

What you'll get

This is a great opportunity to join our high performing team where your contributions matter. We are a rapidly growing modern business with a clear vision to build the future of Dairy in Australia. We have a supportive leadership team with strong career growth opportunities.

ASD Group is committed to providing an inclusive workplace and we welcome and encourage applications from people of all backgrounds and abilities.

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