Customer Experience Officer

Description:

Hyne Group is a collective of industry-leading businesses operating across Australia and New Zealand, with a history spanning over 140 years. From its beginnings as a sawmill on the Mary River, Hyne Group has grown into a pioneer of sustainable timber product manufacturing. The Hyne Group is supported by its partnership with global timber processors, James Jones & Sons, bringing together a combined 320 years of family-owned sawmilling heritage.

The Group, which includes Hyne Timber, XLam, Rocky Point, and Hyne Pallets, serves key sectors such as construction, garden care, horticulture and logistics. Through innovative processes and sustainable practices, the Hyne Group transforms each log into high-quality products that meet the diverse needs of our customers. This holistic approach reflects a dedication to environmental stewardship and industry-leading innovation, ensuring that every centimetre of each log turns into an opportunity for excellence.

Your Next Role

Reporting to the Services Leader, you will manage customer communications including order maintenance and general customer enquiries. Your role will also support the Customer Manager’s interactions with our customers in delivering professional customer service. The primary objective of this position is to provide a high level of proactive customer communication to enhance the customers experience when dealing with Hyne.

• All our people go home in the same condition they came to work; safety before production.
• A ‘be of service’ attitude and operating manner is shown in everything that you are involved in to support quality working relationships and deliverables.
• Build and maintain relationships with key stakeholders, internal and external.
• Provide a dedicated customer base with all communications on all aspects of order management.
• Proactively communicate and update customers to ensure their needs are met on time every time, resolving customer issues efficiently and escalating complex cases when necessary
• Meet or exceed performance targets, including response time, call resolution, and customer satisfaction metrics.
• Proactively manage order intake, cross selling / upselling / outreach selling and follow up for expected orders, in conjunction with Customer Managers.

• You have a proven track record of success in customer service and administration. You understand the importance of resolving inquiries efficiently and exceeding expectations.
• You possess highly developed communication and interpersonal skills. You can build strong relationships with customers and colleagues, fostering a collaborative work environment.
• You thrive in a detail-oriented environment where accuracy is key to exceeding customer expectations.

• We are proud to support our team members with: Life Leave offering the flexibility of purchasing extra recreation leave, Paid Parental Leave including 26 weeks of full pay and 52 weeks of superannuation.
• Remote access – Hyne team members are provided laptops and smart phones to assist in improving flexibility and connection regardless of where you are.
• Wellbeing programs – employee assistance program to support you and your immediate family with counselling and support as needed.
• Annual salary reviews – peer and market reviewed salaries to support fairness.
• Private Health Cover discounts – discounted fees & waiting periods waived.

Questions: If you would like to discuss the position further feel free to contact us on 0491 224 ***.