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Customer Service Officer

PUMA ENERGY - Brisbane Grove, NSW

Any Industry
Source: uWorkin


Main Purpose:

To provide a high level of customer service in the coordination of Bitumen deliveries, developing strong business relationships with customers and suppliers to promote Puma Bitumen’s range of products and services.

Knowledge Skills and Abilities, Key Responsibilities:

Quality Management System Compliance

  • Comply and support the Quality Management system in all aspects of your role.
  • Adopt and implement the principles of continuous improvement in all aspects of your role.
  • Ensure the awareness of customer requirements (internal & external) are promoted throughout the business.
  • Review, monitor and provide feedback on the effectiveness of the quality management system.
  • Engage, support and continuously improve communication processes that support the quality management system and provide positive outcomes for the business, customers and key stakeholders.

Workplace Health & Safety

As a worker;

  • Take reasonable care and personal responsibility for your own health and safety
  • Take reasonable care that your acts or omissions do not adversely affect the health and safety of other persons
  • Comply, so far as you are reasonably able, with any reasonable instruction and training that is given
  • Co-operate with any reasonable policy or procedure relating to health, safety or environment at the workplace that has been notified to you
  • Attend and actively participate in consultative arrangements such as toolbox talks and risk assessments
  • Ensure vigilance and awareness of your workplace to ensure that any hazards, incidents, accidents or near-hits are reported to your supervisor.
  • Use machinery and equipment (including personal protective equipment-PPE) only in accordance with the procedures and training provided to you.
  • Be familiar with evacuation and emergency procedures and the location of first aid and fire equipment.
  • Ensure your activities do not cause or are not likely to cause, environmental harm
  • Minimise waste; separate reusable and recyclable materials from the general waste stream, use bins provided.
  • Challenge unsafe behaviours when observed.
  • Regularly inspect the work area for hazards and safety compliance.
  • Set an example for fellow workers to follow by implementing the Puma Safety Management System in your department.
  • Discuss the safety aspects of all operations with your workers and the importance of workplace health and safety.

Key Responsibilities:

1. Develop and maintain a strong understanding of Puma Energy’s range of Bitumen products to provide tailored recommendations

2. Be the primary contact for customer orders and scheduling of product sales for your assigned facility(s). This may require out of business hours contact.

3. Accurate processing of customer orders, stock processing and production of products in the Puma Energy ERP and Fuel Facs systems, Navision, and the loadout control system, AFTAC Accuload, for your assigned Facility(s)

4. Develop and maintain strong relationships with raw material suppliers. Monitor raw material stock levels, coordinate and organise stock deliveries and raise purchase orders as required for your Facility(s) operations.

5. Coordinate with internal departments, including but limited to, Operations, Finance, Supply and Credit to ensure continuity of site production and customer supply, that meet Puma Energy requirements.

6. Provide weekly customer forecasts of sales to support your assigned facility(s) operations, and provide continuous review and reporting of changes in the forecast

7. Coordinate and manage the shipment of Bitutainers to and from your assigned facility(s), as required to meet internal and customer demands. Lead communication with Logistic companies and shipping lines to ensure supply requirements are met while ensuring Bitutainer operations comply with all Dangerous Goods and other appropriate legislative standards and requirements.

8. Build strong customer relationships to support all customer requirements.

9. Manage the processing, receipting and reconciliation of all product sales, deliveries and production for assigned facilities, investigating and rectifying all errors and discrepancies

10. Support monthly business and administrative function of your assigned facilities, ensuring all transactions, reconciliation and reporting is completed to Puma Energy requirements and timeframes.

11. Train and mentor internal staff in various Bitumen Administration functions for your assigned facilities.

12. Provide Administration Support and guidance to all Bitumen Administration staff, including but not limited to coverage of duties during team leave.

13. Manage the Facilities online induction process, ensuring compliance for staff, customers and contractors to site induction procedures. Including but not limited to administering facility security access.

14. Facility(s) administration duties to support Terminal Management, including but not limited to the administration of office amenities.

15. Be an active leader in your assigned Facilities site safety, participating as a member of the Safety Steering Committee and completing reporting of all KPI requirements as defined under Puma SAPS for your assigned facilities.

All other tasks as directed by your Manager.

Experience, Skills & Attributes

  • Minimum of 2 years experience in a customer service role
  • Results orientated with excellent time management skills
  • Accurate Data Entry skills, with strong attention to detail Exceptional customer service skills
  • Well-developed interpersonal, verbal and written communication skills
  • Proficient in the application of Microsoft Outlook and Excel
  • Solution-focused and ability to adapt to a dynamic working environment
  • Critical thinker
  • Team player with the ability to work autonomously
  • Honesty and integrity
  • Resilience
  • Self-motivated and pro-active in the workplace

Key Relationships and Department Overview:


  • CSO & Sales Staff
  • Supply, Credit & Finance Teams
  • Terminal Manager & Terminal Operators


  • Existing and potential customers
  • External subcontractors/carriers
  • Loading Terminal Staff
  • Suppliers