Customer Service Officer (Parental Leave Coverage, 12 Months)

About the role

Select Plant Australia, a specialist plant hire provider and part of the Laing O'Rourke Group, is hiring a Customer Service Officer in Melbourne to cover a parent's 12-month parental leave. The role covers the full lifecycle of customer enquiries, from receipt through resolution or agreed handover.

Key responsibilities

• Own customer enquiries from receipt through resolution or agreed handover, prioritising urgency and customer impact.
• Clarify customer requirements and confirm feasibility with operational teams before commitments are made.
• Prepare accurate quotations using approved rates, terms and charging structures, and follow up approvals.
• Create and maintain complete bookings and hire contracts, resolving routine discrepancies before fulfilment.
• Coordinate fleet availability, supplier solutions, dispatch, delivery, site access and proof-of-delivery requirements.
• Manage hire changes, off-hire, collections, returns and close-out records accurately and on time.
• Review standard charges and invoice enquiries, coordinating authorised corrections or credits within authority.
• Maintain accurate customer and hire records while building trusted relationships through proactive communication.

Required profile

• Experience in customer service, customer operations, scheduling, logistics or equipment hire in a fast-paced environment.
• Practical experience with quotations, bookings, hire contracts, dispatch, changes, returns or billing processes.
• Ability to coordinate customers, suppliers and operational stakeholders while managing competing priorities.
• Experience resolving routine customer, fulfilment, transaction and billing issues using sound judgement.
• Experience maintaining accurate operational and commercial records within defined procedures and controls.
• Strong customer focus, commercial awareness, attention to detail and professional communication skills.

Required skills

• Desirable: experience with COINS or a similar hire, ERP, CRM or customer-management system.
• Resilience, adaptability, practical problem-solving and disciplined record management.

What we offer

• In-house training and on-the-job development opportunities.
• Six months' paid parental leave at full pay for all employees.
• Purchased leave options and volunteering leave.
• Exclusive discounts and savings across hundreds of Australian retailers.