Customer Service Officer

Doehler people are real people, we own our mistakes and share our successes. Whether we’re learning new things, seizing the initiative, or winning together our customers are at the heart of everything we do. If you’re the sort of individual who takes accountability and strives to always do the right thing for each other, our customers, and our business, then you will fit into our team.

About Us

Doehler is a global producer, marketer and provider of technology-driven natural ingredients, ingredient systems and integrated solutions for the food and beverage industry. We provide our customers with a wide product range including natural flavours, natural colours, fruit purees and pieces as well as healthy and functional ingredients for foods and beverages.

About the role

The Customer Service officer is responsible for managing the ordering of our Australian customer portfolio including timely, accurate entry and processing of all orders received. You will collaborate daily with the Sales team to ensure the right products are provided to the right customers, as well as with the Townsville production team to ensure we update customers on their deliveries in a timely manner. Some other responsibilities include monitoring delivery dates, keeping customers updated on the status of their orders, and arrange supplier-to-customer orders.

To be successful in this role you will required to perform the following functions:

• Keying of purchase orders into our SAP CRM system and Business Central System
• Ensure all forecasts are entered in Business Central for production
• Liaise with our sales and technical teams to ensure our customers receive timely and accurate information
• Greet clients and visitors, providing an exceptional Customer Service
• Working cross functionally with multiple teams (production, operations, sales) to ensure smooth, consistent, and effective communications between operations and sales
• Handling of complaints and raising credits, debits, or product returns accordingly
• Respond promptly to customer inquiries through our Ticket system and Phone
• Obtain and evaluate all relevant information to handle product and service inquiries
• Maintain customers’ accounts and customer databases
• Maintain team’s knowledge base on OneNote and Sharepoint
• Organise and prioritise your workflow to meet customer timeframes
• Daily communication via phone and email with customers and service providers
• Communicate and coordinate with internal departments
• Carry out general office duties as required

About you

• Customer service experience, preferably in the FMCG/Logistics industries but not essential
• Customer focused, energetic and ability to roll up your sleeves
• Inquisitive and eagerness to learn
• Reliable, motivated, and committed team player with positive can-do attitude
• Demonstrates initiative and ability to meet strict deadlines
• Accuracy and a great eye for detail
• Professional communication skills, written and verbal
• Ability to effectively build rapport with customers
• Sound organisational and time management skills including the ability to collaborate effectively in a team environment
• Flexible and proactive with a focus on continuous improvement
• A proficiency in MS office
• SAP experience preferred but not essential

We can offer you

• Fun and warm creative team who's responsible for the creation of many food items in your fridge and pantry
• Access to our EAP well-being program
• Professional development opportunities for learning and career growth
• Access to employee benefits (EAP, HSBC Employee Banking solutions program)