Customer Service Officer

Job Description

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Holcim is the leading partner for sustainable construction, creating value across the built environment from infrastructure and industry to buildings. Headquartered in Zug, Switzerland, Holcim has more than 45,000 employees in 43 attractive markets - across Europe, Asia Pacific, Latin America, Middle East & Africa. Holcim offers high-valued end-to-end Building Materials and Building Solutions, from foundation and flooring to roofing and walling - powered by premium brands including, ECOPact® low-carbon concrete and ECOPlanet® low-carbon cement.

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Holcim Australia and New Zealand is a leading supplier of cement, aggregates, ready-mix concrete, and engineered pre-cast concrete solutions. Our proud history began in 1901 in Australia and 1888 in Aotearoa New Zealand.Holcim is certified as a Top Employer 2026 by the Top Employers Institute, recognising our commitment to creating a workplace where people thrive.

About the role \n

In this role, you will be joining a well-established team who provide Customer Service support to our fantastic clients. Working in a fun environment you will be dealing with a wide range of people from labourers to project managers which combine inbound enquiries and outbound order confirmations.

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Key responsibilities:

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• Handle customer enquiries promptly and courteously and advise of any delays
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• Process customer orders in an accurate and timely manner
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• Maintain regular and effective communication with both sales and production staff
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• Escalate any customer issues that you are unable to resolve to the appropriate department/manager
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• Liaise with despatchers as necessary to effectively reduce costs whilst maintaining optimum service levels to customers
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• Ensure full knowledge and compliance with the Allocation Procedure Manual
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• Consistently improve on processes
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• Duties may be varied from time to time consistent with the employee's training and skills and such varied duties are to be performed to standards that will be specified as required
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• Liaising with the Operation and Scheduling teams to ensure our customer's requirements are understood and met in a timely manner
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• Be the main point of contact for customers and employees
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Skills and experience required: \n

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• Previous experience in a call centre environment
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• Abiity to enter data accurately
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• Be comfortable working in a fast-paced environment and be comfortable talking on the phone with customers, often taking 50-100 calls a day
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• Available to work shifts starting between 6:00am and 8:30am; Customer Service Centre operating hours are 6:00am to 4:30pm, Monday to Friday.
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• Strong written and verbal skills with the ability to clearly communicate openly and effectively with customers and stakeholders at all levels
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• Excellent problem-solving & conflict resolution skills are essential
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• Have excellent attention to detail & high-level proficiency in Google & MS Office
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What's in it for you? \n

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• A range of employee discounts
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• Access to mental and physical wellbeing initiatives
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• Learning and Development programs as well as career progression
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• Recognition and service awards
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It would be great if you have experience in concrete, however it's not essential as full training is provided in ordering systems, product knowledge & mixes.

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At Holcim we offer an inclusive environment, where our people feel comfortable bringing their authentic self to work. We offer a high-performance workplace empowering problem solvers, creative thinkers and innovators to seek combined perspectives and voice opportunities to go further and faster. Our workplace is a safe environment where individuals can be themselves and where we promote a diverse workforce. We are an equal opportunities employer, making no distinction on the basis of race, national origin, gender, gender identity, sexual orientation, disability or age. People are treated fairly at work - respecting and supporting human rights and non-discrimination. This is rooted in the values and standards set out in the Holcim Code of Ethics.

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