Knotwood Pty Ltd is a global leader in architectural aluminium systems, supplying innovative building solutions across Australia and international markets. Due to continued growth, we are seeking a professional, proactive, and detail-driven Customer Care Officer to join our Stapylton operations team.

This is a pivotal role within the business, acting as the link between customers, Sales, Production, Dispatch, and freight partners to ensure seamless order progression, proactive communication, and high-quality service delivery.

The Customer Care Officer plays a key role in managing the end-to-end coordination of customer orders, freight, and delivery outcomes. This position supports both domestic and international freight operations, contributes to export coordination, and assists in the management of freight claims and service issues.

This role suits someone who enjoys a fast-paced operational environment, values accuracy and accountability, and is passionate about delivering strong customer outcomes.

Key Responsibilities

• Provide professional frontline customer support and manage service enquiries
• Monitor orders through production and dispatch and proactively update customers
• Coordinate domestic freight bookings and delivery schedules
• Support international freight and export coordination, including documentation
• Liaise with freight providers regarding bookings, delays, and service issues
• Assist with freight claims, non-conformances, and supporting documentation
• Maintain accurate CRM, order, and freight records
• Support reporting, data accuracy, and continuous improvement initiatives
• Work collaboratively across Sales, Production, Dispatch, and Logistics teams

You are organised, solutions-focused, and confident engaging with both customers and internal stakeholders. You take pride in accuracy, communication, and follow-through, and you are comfortable managing multiple priorities in an operational environment.

Skills & Experience

• Experience in a customer service, logistics, freight, or operations coordination role
• Demonstrated experience coordinating freight or delivery services (highly regarded)
• Strong communication and stakeholder engagement skills
• High attention to detail and strong organisational capability
• Ability to manage competing priorities in a deadline-driven environment
• Sound understanding of domestic freight processes
• Exposure to international freight or export documentation (desirable)
• Proficiency with Excel and business systems
• Certificate or Diploma in Business, Logistics, Supply Chain, or Customer Service (desirable)

Job Type: Full-time

Pay: $65,000.00 – $72,000.00 per year

Work Location: In person