{"id":1609204,"url":"https://alion.io/job/kidde-customer-service-representative","title":"Customer Service Representative","company":{"id":712970,"name":"Kidde","domain":"kidde.com","url":"https://alion.io/company/kidde-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"B","score":75,"open_postings":22,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-02T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Notting Hill, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":50000,"max_usd":126000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":599},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-09-16T18:30:00Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-03T00:24:58Z","board_verified":true,"closed_at":null,"days_open":16,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":16},"description":"Job Summary\nProcessing of customer sales orders (SO) including:\nCustomer Purchase/Sales order entry and management of order through to delivery.\nLogging of RMA’s and managing the process of returned goods.Accountability for the determination of appropriate courses of action with regard to crediting customers or replacement of faulty goods.\nRelease of delivery documents to the warehouse and liaise with the warehouse team on special shipment requirements.\nRaise Commercial and Pro Forma documentation when applicable.\nWork closely with Purchasing team for SO Stock requirements and provide updated ETA to customers\nResponsible to answer calls in a timely manner and update Zendesk tickets.\nAction customer enquiries including but not limited to stock availability, pricing and product enquiries.\nRegular cross function meetings with Sales and Product Managers to discuss and resolve customer issues/tickets.\nReporting as required\n\nOperational Excellence/Key Performance Metrics\nCollaborate with CS team members to ensure phone coverage, minimising missed calls to under 10%.\nRespond to consumer enquiries within 24hrs.\nProcess SO’s received prior to 11am for same day dispatch, after 11am for next day delivery.\nAccountability for customer specific portal order acknowledgement and delivery notifications where applicable for SO processing.\nWeekly outstanding order report (OOR) creation and distribution.\nAction OOR feedback within 24hrs of receipt.Assist the team to maintain a MFA Satisfactory score of over 85%\nRespond to all customer queries in a customer centric and proactive way – ensuring customer satisfaction and resolution, anticipate needs and exceed customer expectations.\nEnsure Standard Works are followed for all Customer Service processes. Maintain and review Standard Works regularly as per Cx requirements.\nTake ownership of all customer complaints, proactively address customer concerns.\nEnsure all enquiries are properly logged.\nAsk customers targeted questions to quickly understand and correctly route enquiries.\nProvide prompt and accurate feedback to customers.\nRefer to internal database or external resources to provide accurate consumer solutions.\nProperly escalate order related issues to appropriate internal teams.\nLiaise with Production and Purchasing Leaders on finished goods inventory issues and schedule receipt due dates.\nPrioritize and manage competing demands simultaneously\nPrepare accurate and timely reports.\nAssist to identify reasons for missed KPI targets. Participate in the analysis of defect reasons and take part in the improvement activities.\nParticipate in training to further develop the skills and knowledge required to perform the duties effectively.\nMaintain positive relationships with stakeholders.View all issues with a company-wide perspective.\n\nProfessional Experience \nAt least 3 to 5 years experience in a Customer Service role\nIntermediate skills in MS Office and Understanding of Supply Chain and Operations methodology\nExperience working in a team environment\nExperience in compiling Standard, Works, Standard Operating Procedures or/and Work Instructions\nExperience working with ERP systems\nProfessional Competencies\nAbility to converse with customers and difficult enquiries\nAbility to handle escalated issues\nAble to work in a team environment with diverse personalities\nExcellent customer service focus\nAbility to establish and adhere to strict timeframes","description_format":"text","description_chars":3427,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Locks, Safes & Home Security Products"],"lifecycle":[{"event":"open","at":"2026-10-01T20:06:50Z"}],"liveness":{"score":52,"band":"ok","label":"Likely open","p_open":1,"p_active":0.58,"p_room":0.9,"age_days":15,"expected_fill_days":41,"reasons":["conf:9","stale_co","win:mid","comp:brand"],"computed_at":"2026-10-02T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/kidde-customer-service-representative","json_url":"https://alion.io/job/kidde-customer-service-representative.json","meta":{"generated_at":"2026-10-03T02:59:46Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2808,"day_limit":5000,"remaining_today":2192,"minute_limit":60,"resets_at":"2026-10-04T00:00:00Z"}}}