Customer Service Officer

Position Description

Position Details

Position Title

Customer Service Officer

Division / Location

Pact Packaging Australia – Offshore

Reports To

Customer Service Lead (Specific Segment)

Date

30.06.2025

• Primary Purpose
  
  
  

The Customer Service Officer is key in ensuring the deliver y of h igh-quality support to internal and external customers by accurately processing and managing orders using SAP and Dynamics CSMT. Operating remotely in alignment with Australian time zones, this role ensures seamless customer service continuity by contributing to a consistent and responsive customer experience.

Working closely with the local Customer Service Team and cross-functional stakeholders, the offshore team plays a critical role in maintaining data accuracy, resolving issues proactively, and supporting operational efficiency across multiple manufacturing sites and internal functions . This position is essential in ensuring ongoing customer satisfaction through proactive engagement, communication, support and customer relationships.

Role Accountabilities

Main Responsibilities

Order Processing & Management

• Process new customer orders in SAP , amend existing orders and release EDI orders where applicable
• Provide each manufacturing site with a daily open orders report to ensure the accuracy of order requirements, date and quantity changes and process amendments as required by the site to ensure alig nment of production plan while communicating any impact s to orders to the customer
• Coordinate with site schedulers / planners to ensure customer orders are accurately scheduled and aligned with production timelines
  
  
  

Customer Communication & Logistics/Delivery Support

• Respond to customer inquiries via phone and email, providing updates on order status, estimated delivery times (ETAs), product availability, and resolving any concerns or delays
• Handle customer inquiries and escalate complex or unresolved issues to the appropriate department as needed
• Manage inbound and outbound phone calls with internal and external customers, ensuring timely and professional communication
• Liaise with EFM Logistics to resolve delivery issues and provide timely updates to customers
• Supply customers with requested documentation, including invoices, delivery dockets, proof of delivery (POD), certificates, and product specifications
  
  
  

External Customer Case Management (Dynamics CSMT)

• Utilize Dynamics CSMT to manage all customer correspondence and case handling efficiently, ensuring compliance with established KPIs and service standards
  
  
  

Resolution & Escalation

• Process new customer orders and change requests in accordance with Pact Business Rules and established KPIs
• Identify complex issues and escalate them to the appropriate team members for resolution
• Escalate unresolved customer concerns to the Customer Service Team Leader in a timely manner
  
  
  

Data & Program Maintenance

• Maintain customer-specific programs and portals where applicable (e.g., Ariba)
• Process new and updated pricing requests within the SAP Workflow environment, based on information provided in approved price change forms
• Update and maintain customer delivery addresses and S ales Order Acknowledgement (SOA) email order confirmations through Masterdata
  
  
  

Collaboration & Internal Coordination

• Collaborate closely with internal departments across multiple plant locations to ensure customer satisfaction and operational alignment
• Work cross-functionally with other business departments to deliver a seamless and consistent customer experience
  
  
  

Knowledge & Compliance

• Stay informed on current company policies, procedures, and product offerings to provide accurate and up-to-date support
  
  
  

Challenges

• Adapting to and mastering new systems and processes in a remote working environment.
• Develop a strong understanding of Pact systems , processes, products and customers
• Gain in-depth knowledge of the Pact product range to effectively respond to customer inquiries
• Understand the various customer order types and the corresponding processes within SAP
• Understanding the responsibilities and processes of each function to ensure seamless interaction with the customer
• Communicate effectively with both internal ly and externally with customers to ensure clarity and service excellence
• Providing effective communication internally and externally to our customers
• Understanding different manufacturing site rules and applying these accurately to customer order requirements
  
  
  

Decision Making

• No key decision-making responsibilities for this role
  
  
  

Stakeholders / Communication (Internal and External)

Internal

• Customer Service Manager and Customer Service Team
• Internal Sales Team
• Supply Chain Team – Planner & Schedulers
• Site-based Manufacturing team
• Accounts receivable and Finance team
• Credit Services
  
  
  

External

• Customers
• EFM Logistics
  
  
  

Key Deliverables / Business Outcome

Order Management

• Process customer orders with a high degree of accuracy and ensure timely completion in line with established KPIs
  
  
  

Collaboration

• Work closely with key stakeholders to deliver a seamless and efficient customer experience
  
  
  

Communication

• Utili se Dynamics CSMT to manage customer communications, ensuring information is clear, accurate, and delivered in a timely manner.
• Maintain professional and precise communication with both internal and external customers
  
  
  

Process Improvement

• Contribute to the development and standardization of processes to enhance efficiency and elevate service quality
  
  
  

Knowledge and Experience

Customer Service & Industry Experience

• P revious experience in a customer service role involving high-volume data entry tasks and order processing
• Previous experience in an offshore customer service support role within the Manufacturing or Supply Chain industry is highly regarded but not essential
  
  
  

Technical Proficiency

• Experience & Proficient in using SAP for customer service operations required
• Experience in using Dynamics or similar customer service management (CSM) systems
• Proficiency in Microsoft Office Suite, particularly Excel and Word
  
  
  

Communication & Interpersonal Skills

• Excellent verbal and written communication skills in English, with strong interpersonal abilities to build effective working relationships.
• Ability to remain calm and composed under pressure, while maintaining a positive, professional, and customer-focused attitude.
  
  
  

Attention to Detail & Multitasking

• Strong attention to detail, ensuring accuracy in all aspects of customer service and data management.
• Ability to thrive in a fast-paced environment, managing multiple tasks and meeting competing deadlines effectively.
  
  
  

Work Flexibility & Time Zone Adaptability

• Ability to work outside of standard hours and operate within the Australian Eastern Standard Time (AEST) and Australian Western Standard Time (AWST) zones
• Accreditation / Qualification Requirements
• Tertiary qualifications held in high regard but not essential.
  
  
  

Role Specifics

Position Band

Key Relationships (Internal)

Key Relationships (External)

Dimensions (Revenue, Suppliers, Budget, FTE as direct reports)

• Employees are expected to demonstrate behaviours consistent with Organisational Values .
  
  
  

Classification: Confidential

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