Customer Service Officer

About this role Customer Service Officer – Somersby NSW CSR Limited is a leading Australian Manufacturing business with a rich history and an exciting future. Recognised for our innovative and sustainable manufacturing approach, our high performing products are used in homes and businesses throughout Australia and New Zealand.

As the Customer Service Officer, you will be reporting to the Customer Service Manager, this role will be responsible for ensuring consistent high levels of service excellence to both external and internal customers. This position is offering permanent full time work Monday to Friday, hours will be 8:30am – 4:30pm Key Accountabilities: Oversee end-to-end customer experience, ensuring satisfaction and loyalty Maintain Telephony (IPFX) service levels to meet performance metrics (GOS) Coordinate with planning, operations, and dispatch teams for consistent service delivery Prioritize and manage day-to-day operational tasks efficiently Coordinate transport needs using TATP effectively Ensure accurate and timely order entry and processing Act promptly on date maintenance and error log management Generate credit claims and returns swiftly and accurately Cultivate strong interdepartmental relationships to achieve goals Mentor team members to enhance skills and performance Assist with technical customer queries, guided by technical experts Collaborate with customers to clarify project and site-specific requirements upfront Implement continuous improvement initiatives based on customer feedback (CX) Improve DIFOT results through streamlined processes and high-quality customer interactions Record DIFOT failures accurately in daily reports Adhere to CSR Customer Service standards and policies Uphold CSR SHE standards and ensure safety protocols are followed Identify and address safety and health issues within the customer…