Job 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.
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.
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 InformationWhy 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
Customer Experience Specialist employer: Pact Group Holdings Ltd
Pact Group is an exceptional employer that champions sustainability and innovation, making a tangible impact on the circular economy. With a strong focus on employee development and collaboration, you will have the opportunity to work across diverse manufacturing sites in Moorebank and Ingleburn, enhancing your skills while contributing to safer and more sustainable workplaces. Join a team that values your expertise and fosters a culture of safety, growth, and meaningful contributions to the community.
