Customer Service (AO-14169)

This is a remote position.

ABOUT ACCESS OFFSHORING:

We specialise in providing Australian businesses with experience and qualified professionals based in the Philippines. Not only does our team of recruiters have extensive experience in sourcing and recruiting offshore talent, we also help Australian businesses implement best practice when it comes to building an offshore team.

ABOUT THE CLIENT:

Our Client is a privately owned gourmet food company that supplies high-quality and innovative food products to the food service and independent retail sectors across Australia. Founded in 1989, the company has grown into a national distributor with operations in Brisbane, Sydney, Melbourne, and Perth.

JOB SUMMARY:

The Customer Service Administrator provides high-quality administrative support to the Customer Service team, helping ensure customer orders and enquiries are processed accurately and efficiently.

The role is responsible for processing invoices, supporting customers when products are out of stock, coordinating appropriate product substitutions, setting up new customers for online ordering, and maintaining clear communication with customers and internal teams.

Success in this role requires strong attention to detail, organisation and written communication, along with the ability to manage priorities, work collaboratively and remain calm in a fast-paced customer service environment.

KEY RESPONSIBILITIES:

• Process customer invoices accurately and within one hour of receipt.
  

• Confirm that all required stock has been picked against each invoice and raise any discrepancies or uncertainties with the relevant team.
  

• Monitor and identify out-of-stock products and promptly advise affected customers.
  

• Provide suitable product substitution options when required.
  

• Coordinate with relevant internal teams when orders need to be held pending incoming stock.
  

• Set up new customers with access to the online ordering platform and test customer logins to ensure they are working correctly.
  

• Communicate effectively through Microsoft Teams and email to ensure customer service processes and requests are covered.
  

• Escalate customer questions, issues and exceptions to the appropriate team manager when required.
  

• Use the ERP system to locate stock availability, product descriptions, customer information and order history.
  

• Collaborate with team members to ensure accurate, timely and consistent customer service administration.
  

Requirements

SKILLS & QUALIFICATIONS:

• Minimum 2 years' data entry experience.
  

• Strong computer skills and confidence learning and navigating business systems.
  

• Experience using Pronto or a similar ERP system is preferred.
  

• Strong written communication skills with the ability to communicate clearly and professionally.
  

• High level of attention to detail and commitment to accuracy.
  

• Strong time-management and organisational skills, with the ability to manage competing priorities.
  

• Collaborative team player who builds effective working relationships.
  

• Flexible and adaptable when priorities or customer requirements change.
  

• Calm and resilient when working under pressure.
  

• Strong accountability and ability to follow through on commitments.
  

• Open and transparent communicator who listens, asks questions and escalates issues appropriately.
  

• Trustworthy, respectful and professional approach when working with customers and colleagues.
  

Benefits

Here at Access Offshoring, we believe in more than finding our clients the right candidate. We believe in the human perspective. We believe in our candidates and their dreams. We believe in finding the right role for you. We are committed to working for you as much as we work for our clients. Access Offshoring is dedicated to supporting business owners and we need your help. Transforming the way businesses operate, we connect great businesses with amazing offshore talent. We recognize that we often get more done in our own designed workspace, so Access Offshoring offers a complete work from home model. Yep – that’s right, 100% work from home. But wait there’s more. Here are just some of our benefits:

• Work from Home Allowance
  
• HMO for you and a dependent
  
• 20 Days Annual Leave AND 5 Days Sick Leave
  
• Government Benefits and 13th Month Pay
  
• Computer Equipment
  
• Opportunities for growth
  
• Competitive Salary