Customer Service Representative [T500-25439]

About Visy:

Visy is a family-owned Australian business and a global pioneer in sustainable packaging, recycling and logistics. They operate across 150 sites globally, including operations in Asia, Europe, and the USA, supported by a dedicated workforce of over 7,000 employees. It is Australia and New Zealand’s largest manufacturer of food and beverage packaging, made from household recycling. As Australia’s largest recycler, it processes 40% of Australian households recycling. Visy also supports customers with logistics, packaging supplies, point of sale displays and more. At Visy India, their technology hub in Hyderabad, they are expanding their technical capabilities to support their global business.

OVERVIEW:

Position Title: - Customer Service Representative

Position Details:

The Visy Asset Management (VAM) business handles a portfolio of over 1500 Material Handling Equipment (MHE) assets across Visy Group. There is a requirement for a Customer Service Support who will be responsible for supporting the Customer Service Team in raising and actioning Service Tickets and the associated Work Orders in relation to equipment breakdowns, repairs, maintenance and consumables. Other ad hoc duties will need to be provided to stakeholders where required.

With the VAM Team as the key entity running and managing the MHE assets in Visy, this role should have a deep understanding of the Operational Framework, possess the ability to work in a fast-paced environment and adhere to strict SLAs.

Operating with a high degree of autonomy and flexibility within delegation of authority guidelines, the position requires the incumbent to have a minimum of 5 years of relevant working experience, preferably in a similar setting, and has demonstrated the capability to priorities business demands with good working ethics.

This role reports to the National Service Manager of the Visy Asset Management team, working closely with the operations team, suppliers, customers and Shared Services.

Visy Industries:

Visy began manufacturing corrugated cardboard boxes in Melbourne, Australia, in 1948 and has grown to become one of the world's leading privately owned packaging, paper and recycling companies. Visy's past, present and future are linked by a commitment to growth, through meeting our customers' needs and the wise use and re-use of scarce resources.

Visy's success depends on carefully balancing economic, environmental and social factors. Being truly sustainable is a journey of continuous improvement, learning and adaptation. It is through the dedication, effective management, skills and initiative of our people that Visy has prospered and will continue to move ahead.

GOALS & OBJECTIVES:

Customer Service:

KPI’s

• Creation of Service Tickets and Ramco work orders.
• Maintain and action Service Tickets and Work Orders ensuring the correct use of WO category.
• Maintain SN inbox.
• Assigning WO to relevant Vendor.
• Assist with Ticket Follow Up.

Key Measures:

• Tickets and Work Orders to be status changed and updated with the WO being sent to Vendors within the stipulated time frame.

System Administration:

KPI’s

• Combining data from Service Now and Ramco to ensure request accuracy.
• Responsible for maintaining list of open and active tickets in Service Now, ensuring completed orders are closed off in a timely manner.
• Following up with Vendors to obtain service/job cards for confirmation of works.
• Creating/Maintaining Utilization Reports/Tracking Unit Hours.

Key Measures:

• Open tickets and work orders to be reviewed weekly.
• Attaching completed Service Cards to corresponding Ticket.

Ad hoc duties:

• Ad hoc duties assigned by stakeholders.
• Complete all tasks within the stipulated deadline.

Key Challenges:

• High volume with strict timelines.
• High learning curve - Multiple CRM used (Service Now, Ramco, Microsoft Office).
• Prompt & effective communication with all stakeholders.
• Clear understanding of the Business & Operations process flows.

Key Relationships:

Key Stakeholders:

• MHE Operations Team,
• Internal Customers.
• External Suppliers.
• Finance Team.
• Shared Services (AP, AR, BPO, Offshore).

REQUIREMENTS:

Experience & Qualifications:

Mandatory:

• Diploma in any related discipline.
• Minimum of 5 years of similar working experience.
• Proficiency in Microsoft Office (Especially in Excel, Outlook), experience in SAP will be advantageous.
• Comfortable in communicating with stakeholders.

Core Competencies:

• A high level of understanding of process flows.
• Ability to manage multiple processes at one time.
• Sense of urgency with effective time management.
• High level of initiative and pro-active behavior, with a positive attitude towards learning new processes.
• Display a high degree of responsibility, integrity and attention to detail.
• High level of independency.
• Receptive to changes.
• Ability to communicate and work well with stakeholders from various expertise and background.
• Team Player.
• Flexible to work in early morning shifts.