Customer Service Representative

  • Job Type:Full time
  • Category:Customer Service
  • Business Group:Laminex AU
  • Location:Tullamarine
  • Job Reference:LAM/CSR
  • Closing Date:01 Mar 2021


Our Australian Made Story
We’ve been a part of the iconic Australian design landscape for over 85 years. Only a few short years after Australian’s fell in love with Vegemite, families were spreading their toast in kitchens and on tables made by us. We’ve come a long way. 

Today, you’ll see Laminex on surfaces everywhere you look - be it hospitals, shopping centres, restaurants or your home. We manufacture and procure a broad range of products for commercial and residential use such as laminate, engineered stone and veneers so that all Australians can live in beautiful, practical spaces. 

The Role 
We are excited to commence the search for talented customer-leading professionals to join our team in the role of Customer Service Representative!

Reporting to our Customer Service Team Leader, you will be the first “port of call” for inbound customer queries related to brands and products, orders and deliveries coupled with more bespoke requests. With over 60,000 SKUs in our product range, and a customer base in the thousands, this is a crucial role delivering winning outcomes for the most important stakeholders we have – Our customers! 

As representatives of our dynamic and leading brand your role will be a complex and challenging position where you will be expected to meet set targets around output of emails and webchat responses along with the management of fast paced and diverse incoming calls. 

The key expectations of this role will be: 
  • Having an agile and dynamic approach to customer service where you can successfully balance high call volumes and systems processes
  • Effective data entry and systems management to ensure queries, orders and credits are logged accurately and efficiently.
  • Maintaining a high accuracy rate on all webchat, phone call and email queries meeting outlined KPI’s 
  • Managing the full CSR process through our complex CRM system
  • Providing key information and insights to our sales, manufacturing and distribution teams.
  • Dealing with ad-hoc and unexpected requests in a positive and professional manner

What we are asking you to bring to the team
We are seeking a customer service professional who has proven success in a fast paced and dynamic call centre environment previously. Like our products, we are looking for you to stand out from the crowd and adapt to changing environments. 

As the ideal candidate, you will: 
  • Display natural people skills and a flair for working with customers and colleagues professionally on the phone, on email and in person.
  • Have strong technical nous and proven attention to detail.
  • Have the ability to pick up software systems and business processes, for example CRM or supply chain systems.
  • Demonstrated  exposure to fast-paced, high-volume  call centre customer service environments
Thorough systems & business training will be provided so you’ll be well equipped to reach “expert” status – both of our business and our customers. As we successfully manage our changing environment through COVID 19 we have successfully managed both working from home and site-based work and are focused on keeping our staff members safe and supported. 

Along with being a member of our high performing team, you’ll also be joining one of Australia’s most trusted brands and as part of the Fletcher Building group. 
If this sounds like the right step for your career, you are encouraged to apply today and Lead with Laminex. 

As an Equal Opportunity Employer, we strive to create an inclusive environment for all our employees. We welcome applicants from diverse backgrounds to apply to any of our vacant positions.