Customer Service Officer

Job Description

Allied Pinnacle is a leading milling, manufacturing and distributor of flour-based food products including bakery products, flour premixes and food ingredients supplied to our retail, foodservice and commercial customers. Our heritage encompasses more than 100 years of flour milling and food ingredient expertise.

\n

We have a reputation for excellence in customer service, product supply, technical expertise, quality, and we focus on the safety and engagement of our employees. We are committed to building a great future by enhancing individual and team success, encouraging diversity, and supporting innovative thinking.

\n

An opportunity currently exists for a Customer Service Representative, based at our Head Office in Macquarie Park, on a fixed term basis for 12 months. The purpose of the role at Allied Pinnacle is to act as the essential link between customers and the business, ensuring seamless communication, high-quality support, and a positive customer experience across every interaction.

\n

Key Responsibilities

\n

\n
• Manage High-Volume Customer Orders Efficiently.
\n
• Process orders, returns, credits, invoices, and modifications quickly and accurately to meet customer needs.
\n
• Respond to customer inquiries via phone, email, and online portals, providing timely, accurate, and friendly assistance.
\n
• Investigate and resolve complaints; escalated complex issues to relevant teams as needed.
\n
• Complaint handling related to delivery, product quality, or order discrepancies.
\n
• Identify customer needs, upsell suitable products, and support the sales team by generating leads where appropriate.
\n
• Develop and maintain a high level of product knowledge to accurately answer customer queries and guide them through solutions.
\n
• Keep accurate CRM records of all customer interactions, transactions, and follow-ups.
\n
• Maintain quality & compliance standards: ensure customer communications and documentation meet internal policy and compliance requirements.
\n
• Collaborate closely with Cross-Functional Teams (Sales, Supply Chain, Production) to ensure customer satisfaction and to improve overall customer experience.
\n
• Meet performance targets, such as response time, satisfaction ratings, order accuracy and first-contact resolution.
\n

\n

Skills & Knowledge (e.g. computing, negotiating, leadership, project management)

\n

\n
• Excellent verbal and written communication skills; strong interpersonal and listening skills.
\n
• Ability to remain calm, empathetic, and professional during challenging interactions.
\n
• Strong problem solving ability, including confidence in troubleshooting and escalating issues appropriately.
\n
• Solid understanding of FMCG operations, including order cycles, logistics, and quality considerations.
\n
• Proficiency in Microsoft Office and CRM systems, with high accuracy in data entry and record management.
\n
• Strong organisational and multitasking abilities to manage fastmoving workloads.
\n
• Previous experience processing orders, returns, and transactions is highly valuable.
\n

\n

What's in it for you?

\n

\n
• Enjoy a flexible hybrid working model, with set office-based team days and the option to work remotely on other days.
\n
• Be part of a warm, friendly and inclusive culture where people are encouraged to bring their authentic selves to work.
\n
• Gain broad exposure across a well‐known Australian food business, working with bakery products enjoyed by many Australians every day.
\n
• Work in an environment where fresh pastries and croissants from the oven are part of the experience.
\n
• Access wellbeing support through our Employee Assistance Program (EAP).
\n
• Make the most of onsite facilities, including a swimming pool and tennis court.
\n
• Access free onsite parking via our booking app, subject to availability on a first come, first served basis.
\n
• Feel valued through reward and recognition programs that celebrate contribution and success.
\n

\n

At APCHAMP, we understand that roles evolve as our business grows. While this description outlines key responsibilities, it may not cover every task now or in the future. We value adaptability, ownership, and collaboration, and appreciate your willingness to grow with us and support changing business needs.