Customer Service Supervisor

Cornelius Australia Pty Ltd.

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.

Reporting to the Commercial Manager of ANZ, your primary role will be to provide excellent customer service to our existing and future customers while looking for ways to continuously improve the way we do customer service in the business.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

 

• Respond promptly and professionally to customer enquiries via phone and email, providing accurate information, resolving issues, and ensuring a positive customer experience.
• Manage customer orders, quotations, and invoicing with high accuracy, maintaining clear communication throughout the process.
• Maintain and update customer service and operational spreadsheets, using advanced Excel skills (pivot tables, XLOOKUP, data analysis) to prepare accurate weekly and monthly reports.
• Prepare, monitor, and distribute weekly backorder reports; collaborate closely with the Operations team to align stock availability, priorities, and delivery requirements.
• Work closely with the Assembly Officer on equipment planning, scheduling, and order readiness to support on‑time delivery.
• Process warranty claims, credits, and RGA requests efficiently while maintaining accurate documentation and ensuring timely follow‑up with customers.
• Prepare commercial invoices, customs documents, and packing lists for all export orders dispatched from MFT Sydney.
• Navigate and maintain accurate data within the ERP system (Epicor iScala preferred), performing order entry, stock checks, reporting, and workflow updates.
• Support process improvements and contribute to change initiatives, including system enhancements, workflow updates, and continuous improvement projects.
• Collaborate effectively with internal teams—including Sales, Operations, Assembly, Finance, and Logistics—to ensure smooth coordination and issue resolution.
• Identify recurring issues, trends, or service gaps and provide insights or recommendations to the Commercial Manager.

 

Required Qualifications, Skills/Competencies

• Strong proficiency in Microsoft Excel including advanced functions (VLOOKUP/XLOOKUP, pivot tables, data analysis, formatting, filtering, and formula creation).
• Minimum 3 years of hands-on customer service experience in a fast-paced environment (phone, email, or order-processed based).
• Experience implementing and managing change within processes, systems, or customer service workflows. Demonstrated ability to adapt to new procedures and support others through change.
• Experience with Epicor iScala is highly preferred, as it is the primary ERP used within our operations: however, candidates with experience in other ERP systems (e.g: SAP, Oracle, Pronto, MS Dynamics, NetSuite) are encourage to apply.
• Exceptional verbal and written communication skills, with the ability to communicate clearly, professionally, and confidently with customers and internal teams.
• Highly organized and reliable, with strong self-management skills and the ability to prioritise competing tasks effectively.

 Marmon Foodservice Technologies Values

All employees are expected to conduct their work to align with MFT Values.

 

Character

·       Do the right thing for people and communities we serve.

·       Work hard and humbly for each other.

·       Build trust through open, honest communication.

 

Courage

·       Own our success and make a difference.

·       Challenge the status quo.

·       Be bold to make the tough decisions and take risks.

 

Creativity

·       Innovation and simplicity determine our success.

·       Growing through continuous learning.

·       Relentlessly curious.

 

Community

·       People are our greatest asset.

·       Welcome diversity of people and ideas.

·       Strong relationships make us better.

Working Conditions: Work is performed largely in office and manufacturing environments. Hours of work will generally be during regular business hours with 38 hours a week but may vary according to special projects, deadlines, or other concerns.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Acknowledgement: This job description describes the general nature and level of work performed by employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job. The employee may be required to perform other job-related duties as requested by management. All requirements are subject to change over time and to possible modifications to reasonably accommodate individuals with a disability.

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.