Customer Experience Officer

Symons Clark Logistics is a 140 year old, family owned, Port Adelaide based transport and logistics company. Our experience brings with it premium wharf cartage and container transport services, with a focus on providing customers with complete logistics solutions including warehousing, container pack/unpack, distribution, over-dimensional, heavy haulage, project logistics and Australia wide bulk haulage.

The Customer Experience Officer is a pivotal first point of contact for Symons Clark Logistics customers, responding to customer enquiries in line with established procedures and key performance standards.

What you will be doing…

• Identifying customer needs and taking proactive steps to maintain a positive experience.
• Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
• Promoting Symons Clark Logistics’ services, offerings, and solutions. 
• Providing information relating to routes, schedules, and costs for deliveries. 
• Directing customers to the appropriate information, resources, and channels.
• Identifying and resolving issues in a timely manner that maintains a positive Customer Experience and ongoing relationships.
• Keeping records of customer interactions, process customer accounts, and file documents.
• Continuously improving knowledge of transportation systems and services to better serve customers.
• Providing feedback to management on trends in customer inquiries and concerns.
• Acting as a ‘Process Champion’ and actively participating in the review, development, and implementation of customer service improvement initiatives.
• Other customer service tasks as required. 

Do you have…

• Previous experience working in a Customer Experience Officer role/ Customer Service Officer role, or equivalent experience.
• Experience in providing customer service support, ideally within the Transport industry. 
• Excellent verbal and written communication skills.
• Demonstrated ability to work collaboratively and professionally across departments.
• Extensive experience in gathering and interpreting customer information.
• Working knowledge of customer service software, databases, and tools.
• Confidence using the Microsoft Office Suite. 

Do you align with Symons Clark Logistics values?

• Respect – We respect each other and those around us.
• Accountability – We are accountable for our actions and results including everyone’s safety.
• Integrity – We always act with honesty and will do what we say.
• Persistence – We work hard with urgency to make it happen.
• Passion – We have pride and believe in everything we do. 

Why it’s great to work with Symons Clark Logistics…

• We provide career development opportunities, we believe in supporting, training, and developing our talented employees.
• Enjoy being part of a fun and flexible work culture.
• Be supported by mentors who value your input in finding new and improved ways to achieve success.
• Enjoy a varied work experience, where each day is different and exciting from one day to the next.
• We are a steadily growing market leader in South Australia with a proud history and at a time of embarking on several exciting changes. 

We really want you to be able to shine in the application process - successfully demonstrate your strengths, as such we are happy to be flexible around our process.

Interested in finding out more or have a specific question?

Please email ***************@symonsclark.com.au.

Interested in applying?

• Click on the ‘Apply’ button.
• Send a Resume detailing your relevant knowledge, skills, and experience.

Applications close Sunday 4th February, 11:59pm.