The posting
Job Title
Customer Experience Officer |
Position Overview
Position Objective:
The Customer Service Officer (CSO) efficiently handles diverse inquiries from customers and business partners about stock, lead times, orders, and directs requests to relevant teams. Using Salesforce, the CSO manages cases from start to resolution, escalating when needed, and consistently represents Shaw positively. The CSO also supports logistics and procurement functions as directed by the CXM and senior team members.
Essential Duties & Responsibilities
Case Management & Workflow Ownership
- Assign new cases from the worklist efficiently, distribute workload among CSOs, and keep customers updated. Manage cases proactively, document accurately, follow up as needed, resolve outcomes clearly, and escalate complex issues to senior staff when necessary.
Order Management & Customer Support
- Perform order entry, maintenance, and enquiry management accurately and in a timely manner, along with other duties as assigned.
- Monitor orders and inventory positions as needed to maximise service outcomes and reduce inventory and handling costs.
- Provide resolutions to routine questions and problems and recommend alternatives to meet customer needs where required.
- Use sound judgement to control call interactions and strive for single-call resolution wherever possible.
Logistics & Procurement
- Processing purchase orders and transfer orders requested by other CX team members to support customer order fulfilment, and keeping notes, records, and cases up to date.
- Assisting with the creation of sea container and airfreight bookings, including preparation of associated import documentation.
- Preparing arrival and receiving documentation for the warehouse to support inbound processing.
- Processing the transfer of goods and batch/lot movements within the ERP system to ensure accurate inventory positioning.
- Providing regular updates to the CX and Sales teams on the status, ETAs, and arrival of inbound goods.
- Monitoring inventory levels on a weekly basis against predetermined targets and raising replenishment orders when required.
- Updating and maintaining daily logistics checklists as directed, ensuring tasks are captured, progressed, and marked complete.
- Keeping documentation organised, and up to date, always with efficient communication maintained within existing systems and programmes.
Communication & Cross-Functional Collaboration
- Communicate frequently and proactively with customers to keep them informed, even when a resolution is still being sought.
- Liaise with Logistics/Procurement, Finance, and Marketing in a timely manner to obtain information required to resolve customer enquiries.
- Communicate stock availability risks or fulfilment concerns to Logistics where needed, if not already addressed.
- Participate in daily team meetings, arriving prepared to discuss orders at risk
- Assist ensuring cases of other team members are proactively managed in times of absence or rostered days off.
Customer Experience (CX) & Associate Experience (AX)
- Contribute to a positive customer experience through professionalism, product and process knowledge, and consistent effort—creating a climate in which the customer has confidence and feels looked after.
- Contribute to a positive associate experience by treating colleagues and partners with respect, offering support and guidance when appropriate, and demonstrating fairness and kindness.
- Personally promote a positive working environment by exemplifying honesty, integrity, accountability, and passion.
Continuous Learning & Improvement
- Maintain and continuously improve knowledge of systems, products, and processes to support ongoing development and performance.
- Analyse job-related information and make decisions based on previous experience, policy, and customer/business needs.
Physical Requirements
- Ability to view a computer screen for long periods of time.
- Ability to enter information using a computer keyboard for extended periods.
- Sitting for extended periods is required; stretching and periodic standing is encouraged.
- Ability to work in a phone-intensive environment and manage a high volume of calls per day.
- Ability to work in a structured environment with a high level of accountability.
- Must be able to bend, reach above one’s head, and occasionally lift to a maximum of 16kg.
- Ability to manage the pressure and stress associated with deadlines and competing priorities.
Other Requirements (Qualifications & Experience)
- Knowledge of Oracle, Salesforce and Microsoft Suite preferred.
- High School Certificate required, bachelor’s degree preferred.
- Minimum of 2 years’ experience in customer service, sales, or other highly interactive service roles.
- Clear, professional, and concise written and verbal communication skills.
- Proficient, adaptable computer skills and ability to learn new systems quickly.
- Basic mathematical skills.
- Self-motivated with strong organisational skills and the ability to manage competing priorities.
This Position Description is not intended to describe every element of the role. From time to time, the employee may be required to perform additional job-related duties not listed above, including supporting other departments as required.
Work Shift
Shaw Industries is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.
