Customer Experience Specialist at Pact Group in Truganina, VIC, au

Company Description

At PACT, we're reimagining how the world thinks about packaging and sustainability. As a leader in the circular economy, we design, manufacture, recycle and recondition packaging solutions used by some of Australia's most important industries. Our Large Format Industrial Packaging (LFIP) division provides high-quality industrial packaging solutions, including steel drums and reconditioned packaging products, helping customers improve supply chain performance while supporting a more sustainable future. Joining Pact means becoming part of a business that values innovation, safety, customer partnership and continuous improvement.

Job Description

About this opportunity

Reporting to the Customer Experience Manager, you will manage an allocated customer portfolio and act as a key point of contact for customer enquiries, order management, issue resolution and internal sales support. This role plays an important part in delivering outstanding customer experiences while contributing to sales growth and operational excellence.

Your key responsibilities will be to:

• Manage customer enquiries via phone, email and online platforms.
• Process customer orders, amendments and delivery requests.
• Build strong relationships with an assigned customer base.
• Proactively identify opportunities to increase share of wallet and support revenue growth.
• Support the sales team with quotes, reporting, pricing updates and customer administration.
• Liaise with supply chain and manufacturing teams to resolve delivery and service issues.
• Maintain accurate customer records within Dynamics and SAP.
• Manage post-sales enquiries including invoices, POD requests, credits and returns.
• Support Sales & Operations Planning (S&OP) activities and customer forecasting.
• Conduct customer feedback and NPS activities to enhance service delivery.

Your skills and experience

To be successful in this role, you’ll have:

• Previous experience in Customer Service, Internal Sales, Customer Experience or Planning.
• SAP experience is essential.
• Experience using Dynamics CRM or similar customer management systems.
• Strong administration skills with excellent attention to detail.
• Intermediate Microsoft Office skills, particularly Excel and Word.
• Exceptional communication and relationship-building skills.
• The ability to manage competing priorities and work collaboratively across multiple teams.
• A proactive, customer-focused approach with a passion for service excellence

Qualifications

• Tertiary qualification

Additional Information

Why Join Pact?

• Join a leading Australian business focused on innovation and sustainability
• Be part of a supportive, high-performing team
• Opportunity to grow your career within a large, diverse organisation
• Make a meaningful impact on customer experience and business performance