Sr Customer Service Representative

Interact with External Customers & Internal Stakeholders to provide assistance with inquiries, orders, product information, and issue resolution. Coordinate with Key Stakeholders to ensure accurate and timely delivery. Investigate and resolve customer complaints, concerns, and escalations promptly and effectively & Take ownership of issues until they are fully resolved Ensure compliance with regulatory requirements and ethical standards. Performance Metrics: Meet or exceed key performance indicators (KPIs) related to customer satisfaction, response times, order accuracy, and resolution rates. Ensure compliance with local processes and corporate security standards. Stay updated on changes in global security protocols and implement necessary adjustments to ensure adherence. Collaborate with internal teams, including procurement, sales, marketing, and logistics, to align customer service strategies with business objectives. Build strong relationships with external partners, such as buyers, purchasers, carriers, and warehousing, to facilitate smooth operations. Proven experience in customer service, with a focus on process and continuous improvement. Strong data skills with the ability to understand data and identify trends. Proficiency in Excel, Power BI, and SAP. Excellent communication and interpersonal skills, with the ability to collaborate effectively with internal and external stakeholders. Detail-oriented with a proactive approach to problem-solving. Ability to work independently and prioritize tasks in a fast-paced environment. Certification in Customer Service, Supply Chain, Business Administration, or a related field. Understanding of warehouse management systems (WMS) and transportation management systems (TMS). Understanding of Customer Relationship Management (CRM) tools. Familiarity with lean principles and continuous improvement methodologies. Knowledge of Australian and New Zealand regulations and industry practices. Previous experience working in the Australian or New Zealand supply chain Retail or FMCG Industry