About this role
Customer Service Officer – Ingleburn
Join a Global Leader in Innovation
Are you passionate about delivering exceptional customer experiences and keeping things running smoothly behind the scenes? At ITW, we’re more than a global organisation — we’re a community of problem-solvers, collaborators, and people who take pride in what they do.
About ITW
- A Fortune 300 company with a legacy of over 100 years
- Trusted global brands across construction, industrial and consumer markets
- Entrepreneurial culture that empowers people to take ownership and improve the way we work
About the Role
We have an exciting opportunity for a Customer Service Officer to join our Customer Service team based onsite at Ingleburn. Reporting to the Team Leader, this role plays a critical part in supporting our customers and sales teams by ensuring enquiries, orders and issues are handled accurately, efficiently and professionally.
This is a fast-paced, customer-focused role suited to someone who enjoys multitasking, problem-solving and building strong working relationships.
What You’ll Do
As our Customer Service Officer, you will:
Make a difference
- Be the first point of contact for inbound customer enquiries, providing product information, pricing and order support
- Ensure customer needs are met through timely, accurate and professional service
Deliver results
- Process and review inbound sales orders with a target of 99%+ accuracy
- Manage enquiries from order placement through to dispatch and invoicing
- Minimise credits through attention to detail and accurate data entry
Collaborate
- Build strong, sustainable relationships with customers, sales teams and internal stakeholders
- Maintain accurate customer records, contacts and communication history
- Support customer call cycles for nominated accounts as required
Continuous improvement
- Identify recurring issues related to products, delivery or processes and escalate appropriately
- Contribute to documenting and improving customer service processes and procedures
What You’ll Bring
- Demonstrated experience in customer service, order processing or sales support
- Strong attention to detail with the ability to manage high volumes of calls, emails and orders
- Excellent communication skills and a friendly, approachable manner
- Confidence handling customer complaints and resolving issues professionally
- Ability to multitask, prioritise and work well under pressure
- A collaborative mindset with a continuous improvement focus
Why Join ITW?
- Career Development: We invest in your growth through learning, development and internal opportunities
- Supportive Culture: Work with a close-knit, collaborative team who value respect and accountability
- Stability & Scale: Be part of a global organisation with strong local presence
- Competitive Package: Attractive salary, superannuation and employee benefits
Ready to Make a Difference?
If you’re a customer-focused professional who takes pride in accuracy, service and teamwork, we’d love to hear from you.
ITW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, or national origin.
Applicants must reside in Australia and have full working rights to be considered.
Other facts
About ITW
ITW’s Residential Construction is a division of the ITW Construction segment - a branded supplier of innovative engineered fastening systems and related consumables. They are all uniquely specified for a variety of applications including wood, concrete, steel and engineered lumber. Our products are focused on value-added opportunities for Professional Home Builders and Remodelers across the U.S. and the globe.
ITW Residential Construction , like its parent company, is committed to offering its customers the most advanced products as well as the best in service, merchandising, training and sales support. Our brand portfolio includes Paslode, GRK Fasteners, Tapcon, Ramset, Red Head, Teks, E-Z Ancor, Rock-ON Backer-ON, all recognized and trusted by industry professionals throughout the U.S.. ITW strives to excel at serving contractors and do-it-yourselfers with professional grade products. Each brand is a market leader in terms of quality, performance and ease of use. These products offer unique, innovative, value-added solutions for customers. We respond to customers' needs by creating close working relationships to create value and improve operating efficiencies for every customer.
What you'll do
- The Customer Service Officer will be the first point of contact for customer inquiries, providing product information and order support. They will also process sales orders and manage customer relationships to ensure satisfaction.
Ready to join ITW?
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