Customer Service Officer

Job no: 494798
Work type: Permanent Full Time, Permanent Part Time
Location: SA - Adelaide
Categories: Other

Northline are looking for a Customer Service Officer to join our Adelaide Team for a 12 month secondment commencing late May 2025. This role is central to improving customer satisfaction and ensuring seamless communication between our Branches, Client Services, Sales, Account Management, and most importantly, our customers.

As a Customer Service Officer, you will play a pivotal role in driving Customer Delight through a variety of responsibilities aimed at enhancing the customer experience. From managing new customer inductions to proactively resolving freight issues, your efforts will help ensure smooth, positive interactions for both internal and external stakeholders.

Key Responsibilities:

• New Customer Inductions: Ensure smooth and hassle-free onboarding for new customers by overseeing first consignment procedures.
• Damage and Misdirect Management: Handle freight damage cases and misdirects swiftly, ensuring prompt resolutions and communication with relevant teams.
• Freight Management: Take responsibility for managing quarantined freight and rectifying paperwork discrepancies, ensuring issues are resolved in an efficient and timely manner.
• Collaboration with Sales and Operations: Serve as the key contact for the Sales team, providing updates and monitoring freight movement with a focus on customer satisfaction.
• Accurate Reporting: Complete daily reports on the Held-Over list, providing proactive communication to branches and clients.
• Customer Communication: Reach out to customers to manage freight held at the depot and arrange collection or delivery, ensuring timely updates.

Key Competencies & Technical Requirements:

• A strong commitment to Health, Safety & Environment practices.
• A customer-focused approach with excellent problem-solving skills and the ability to manage sensitive situations with professionalism.
• Previous experience in customer service, with a proven track record of managing relationships and meeting KPIs.
• Ability to communicate effectively with internal and external stakeholders.
• High attention to detail with strong time management and organisational skills.
• Proficiency with Microsoft Office suite and strong data entry capabilities.