Senior Customer Service Representative

Job Description
Our Pact Packaging division is pioneering a whole of product life cycle approach to sustainable packaging. Partnering with global brands to local dairy producers, we integrate supply chain efficiencies and sustainable practices into everything we design and manufacture.
Viscount is a division og Pact Packaging and is based in Mt Wellington.
We are now looking for an experienced Customer Service rep to support the sales team and provide a high level of service to our customers and internal teams.
**About this opportunity**
The Customer Service role manages the daily interface with customers, ensuring that our customer’s needs are met either directly or indirectly, in a timely and professional manner.
The term “customers” refers to those both external to and from within, the business, (specifically operations, technical, distribution and purchasing/planning and quality personnel.)
The role is also responsible for all administrative processes and procedures linked to the customer interface and the support of the account managers in achieving their accountabilities.
This role is integral to the business as it is the face of the company to most of our customers, is the sole point of contact for orders and queries and the key interface between sales and planning
This role reports into the Sales Manager and is based at our Viscount office in Mt Wellington.
Your main areas of accountability will be:
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Primary Customer Interface on a daily basis (Queries, order processing and tracking, credits, damages, quality notifications from customers) and support Account Managers in the Sales, Admin and Order Processing Functions
- Ensure all Viscount administration tasks are conducted effectively and efficiently, including Freight Carrier NCR generation and register. Also accountable for pallet tracking and empty pallet timely returns
- Market feedback - secure market and competitor feedback from customers and report back to the sales team
- Internal team liaison - specifically distribution for customer deliveries, operations and planning for inventory management, technical and QA for quality issues and product queries and business services for debtor management
- Assist sales team as required - eg in Budget process (Excel information ex SAP)
- Maintaining customer forecasts in SAP

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About you: *
This is a great opportunity for an experienced Customer Service representative to join our team in Mt Wellington
To be successful in this role you will need:

- Customer Service experience in an industrial or manufacturing environment would be advantageous
- Excellent computer skills including administrative processing, SAP experience desirable, and Microsoft Suite (intermediate Excel skills)
- Good phone manner
- Able to relate to customers from all backgrounds
- Calm under pressure and ability to meet time constraints under pressure
- Proactive communicator
- Able to build strong relationships with other cross functional areas
- Works well as part of a team
- Good problem solver
- Can juggle a number of high priorities at the same time
- Willing to learn other areas of the business
- Good time keeper (need someone with excellent time management skills)
- Ability to review and identify any areas to improve
- Ability to initiate and maintain process

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PACT Benefits: *
We like to give back to those who contribute so much to the success of our business. Join Pact and you’ll have access to benefits such as:

- Free onsite car parking
- Kudos Recognition Program - earn reward points for living our Values and redeem on a great range of items, and make charitable donations
- Novated vehicle leasing
- Banking and home and lifestyle insurance discount offers
- Health insurance discounts
- Free annual flu vax
- Employee Assistance Program (EAP) - free confidential and independent counselling service available to you
- MyLearning - programs to boost your individual development, including leadership courses, online learning modules and access to Blinkist audio books
- Study leave
- Career opportunities across our organisation
- Tax effective community giving available through payroll deductions
- Great people to work with
- A growth mindset
- Values driven organisation
- Purpose led, sustainable organisation leading the circular economy

Additional Information*
About us*
Our vision is to lead the circular economy through packaging, reuse and recycling solutions. It’s a future-driven group commitment, designed to create lasting value.
We’re the largest plastics recycler in Australia and New Zealand and one of the region’s biggest user of recycled materials. We have 6,000+ team members, operate 110 manufacturing facilities across 15 countries, and our customers include some of the world’s largest brands that consumers know and trust.
As a global leader in circular and sustainable packaging solutions, we’ve committed to lead the circular economy through a $500 million investment plan.
For us, it’s about findin