Senior Customer Service Representative

Discover Opal....


As part of the Nippon Paper Group, Opal is one of Australasia’s leading packaging and paper companies and we employ more than 4,500 team members across our operations.


We manufacture goods that you see, touch, and use every day and our customer base includes some of the biggest names in FMCG, Retail and Fresh Produce.  


Discover the Opportunity....


This role is responsible for managing the day-to-day activities of the Customer Service Team to ensure the customer service operational stability, functionality, and currency of the systems are maintained. You will work closely with the Customer Service Manager to indirectly support the team and perform the duties below.


You will contribute to the success of Opal by:

  • Develop and maintain a customer communication process that enables customers to be advised of any late orders prior to delivery

  • Respond to all customer queries, either via telephone, email, or walk-ins, in a timely and professional manner

  • Maintain relationships with internal stakeholders i.e. Estimators Team, Sales Team, Warehouse Team, Purchasing Team

  • Maintain customer records (including opening of new Customer Account Applications)

  • Initiate and maintain regular contact with customers to build and strengthen relationships to secure businesses

  • Manage order process and clear roadblocks and escalate issues to facilitate team performance

  • Generate and measure DIFOT/Back-order reports daily for the Oakleigh site to identify operational efficacy

  • Develop and grow a strong and resilient team environment


We are able to offer a varied career journey with experiential learning gained from cross-functional and lateral moves. We embrace diversity in all its forms and we look for curious individuals who thrive in an environment of change.


Specifically for this role, we expect you will have;

  • At least 3 years’ experience in a similar role within a fast-paced customer service environment

  • Experience in leading and managing a small team or as a 2IC

  • Ability to learn quickly and manage change

  • Strong analytical skills, with the ability to deep dive and problem solve

  • Highly organised, task oriented and ability to work under pressure

  • Strong interpersonal and communication skills – both written and verbal

  • Ability to work across multiple platforms such as SAP, Salesforce, Prism and Excel


Discover more… by visiting our website at


For more information, please contact Gemma Whale on 0403 124 391 or alternatively, jump right in by sending us your CV.