About the Role:

Caprice Paper Products is a company based in Kilsyth Victoria. A market leader within the industry, with 35 years’ experience supplying paper products to a variety of industries Australia wide.

This position reports to Executive Manager & Customer Service Coordinator

Initially this role is backfill a maternity leave position (training period) but will be an ongoing position after the 12 months.

Ideally this will suit a candidate who is looking to grow and develop with the team and be part of this dynamic business.

As a Customer Service Officer you will play a crucial role in the overall operations of our company. Working alongside a strong Caprice Paper Customer Service and Administration team and providing direct support to the National Sales Manager and Account Managers. Assisting with the day-to-day operations of customer service a as well as the general practices and procedures of the company. Your goal will be to assist with the overall success of the organisation.

Essential Duties and Responsibilities include the following functions but not limited to:

Customer Service Function:

Be responsible for providing excellent customer service, processing transactions and ensuring a positive customer experience. Working closely with the Customer Service Coordinator and National Sales Manager to ensure customer service meets organisational demands.

• Liaise with customers to assist with their enquiries in a professional and courteous manner.
• Process customer transactions, invoicing, returns and exchanges, including and Forest Stewardship Council (FSC) compliance and chain of custody requirements.
• Complete customer service activities to ensure timely and effective resolution of issues.
• Maintain accurate records of customer interactions and transactions.
• Resolve customer complaints and issues promptly and effectively.
• Collaborate with team members and other departments to ensure a seamless customer experience.
• Provide information about products, services and policies.
• Report escalated customer issues to the Customer Service Coordinator to ensure satisfactory resolution.
• Liaise with Distribution Team Members for dispatch of customer goods.
• Book and liaise with external freight companies for dispatch of customer orders.
• Liaise with the National Sales Manager and Account Managers as required.

About You:

• Proven experience in a customer service or similar role. Minimum 5 years’ experience is preferred.
• Customer Focus: Ability to understand and respond to customer needs and provide a positive experience.
• Communication Skills: Ability to convey information clearly and effectively.
• Problem Solving: Ability to identify issues and implement solutions efficiently.
• Teamwork: Works well in a collaborative environment, contributing to team goals.
• Attention to Detail: Ensures accuracy in all customer interactions and documentation.
• Time Management: Strong organisational skills and the ability to prioritise tasks.
• Proficient in Microsoft Office Suite and ERP software (experience with Microsoft Dynamics is a plus).

On Offer:

• Opportunity to be part of an Australian operated family business.
• Working in a friendly and supportive team environment.
• A company that supports work and family values and commitments.
• Equal Opportunity Employer
• A competitive remuneration package is offered commensurate with the experience and skills of the successful candidate.
• Onsite – working hours Monday - Thursday 7.30am – 4pm and Friday 7.30am – 1pm. Yes, you get Friday afternoon to run your errands before the weekend starts!

The business is looking for someone with a “can do attitude” and who loves to learn on the job.

If this sounds like you, please click the ‘Apply’ button below to submit your resume and a cover letter.