Customer Support Officer

Company Description

Clear Edge is a leader in providing high-quality filtration solutions that deliver process excellence in various sectors including Mining & Minerals, Chemicals, Food & Beverage, Water Treatment, and more. With almost two centuries of history, Clear Edge operates fully owned and ISO accredited weaving plants in tandem with fabrications plants located close to customers around the world. Supported by technically trained sales teams and local customer service teams, Clear Edge is dedicated to safety, continual improvement, innovation, and investment. As part of the Filtration Group, Clear Edge offers access to a broad range of market-leading filtration products and expertise.

Role Description

An excellent opportunity is available for an experienced and driven Customer Support Officer to join a dynamic team within a fast-paced and customer-focused environment. This role is ideal for a professional who is ambitious, adaptable, detail-oriented and confident working with SAP or similar ERP systems.

This is a full-time, on-site role for a Customer Support Officer located in Victoria, Australia. As the Customer Support Officer, the candidate will serve as a point of contact between our customers and the company. The Customer Support Officer will be responsible for managing customer enquiries and complaints, overseeing order processing, preparing quotations and coordinating with both internal departments and third-party providers to ensure a seamless customer experience. In addition, they will play a key role in supporting the daily operations of the Customer Service team to ensure timely and professional service delivery.

Key Responsibilities:

• Build and maintain strong relationships with customers by responding to their needs with efficiency, accuracy and professionalism.
• Collaborate and support the daily functions of the Customer Service team.
• Provide administrative assistance to Sales Engineers.
• Manage communications, follow-ups, review and process incoming orders, quotation requests, inquiries, complaints ensuring accuracy and completeness.
• Act as a liaison between customers and internal teams to optimize service and identify sales opportunities.
• Book goods out, organize transportation and logistics for customer deliveries in collaboration with our warehouses, ensuring timely and efficient execution
• Reception duties including answering incoming calls, greeting visitors and accepting deliveries
• Participate in continuous improvement initiatives to enhance processes and service delivery.
• Undertake additional projects and duties as required.

What We’re Looking For:

• Minimum 5 years of experience in a customer service role, preferably within a manufacturing environment
• Proven ability to manage high-volume customer interactions with professionalism and care.
• Strong negotiation, communication and interpersonal skills (written, verbal and in-person).
• Ability to build and maintain effective relationships with colleagues, customers and external partners.
• A self-starter with strong problem-solving skills and the ability to work under pressure and meet deadlines.
• Excellent organizational and time management skills with keen attention to detail.
• Proficient in Microsoft Office Suite and experience using SAP (preferred) or similar ERP systems.
• Experience with Salesforce or other CRM systems is preferred.
• Experience leasing with transport companies and booking both domestic and international transport.
• Proficient in using transport booking platforms.

Preferred Qualifications:

• Relevant industry experience in customer service or a related field.
• Bachelor’s degree preferred in Business or other related field.