MITS Alloy, a subsidiary of the ARB Group, is a leading Australian manufacturer specialising in premium aluminium trays and canopies. From our facility in Mayfield, NSW, we supply high-quality, durable products to both national and international markets.
We’re currently seeking a proactive and customer-focused Customer Service Officer to join our team. This role is critical to our business, and we are looking for someone who is passionate about delivering exceptional customer service and takes full ownership of customer interactions from start to finish.
The Role:
You will act as the primary point of contact for customer enquiries, warranty claims, and after-sales support. You will take ownership of each enquiry, ensuring customers are supported throughout the entire process, from initial contact through to resolution.
Working closely with internal teams across production, planning, procurement, and sales, you will play a key role in delivering timely, professional, and effective outcomes for our customers.
Key Responsibilities:
- Act as the first point of contact for customer enquiries, warranty claims, and after-sales support
- Take full ownership of customer enquiries and see them through to resolution
- Manage customer communications via phone, email, and in-person interactions
- Coordinate warranty claims, including assessment, documentation, and resolution
- Liaise with internal teams to investigate and resolve customer issues efficiently
- Provide clear, consistent, and proactive updates to customers
- Maintain accurate customer records and documentation within company systems
- Support administrative processes including quotations, reporting, and data management
- Identify opportunities to improve customer service processes and outcomes
What Success Looks Like
- Customers feel confident their enquiries are being managed end-to-end
- Issues are resolved efficiently with clear and consistent communication
- Strong ownership of all customer matters, with nothing “falling through the cracks”
- Positive customer relationships and trust in the MITS Alloy brand
- Continuous improvement in service delivery and response times
About You:
- Customer service experience is essential
- Strong ownership mindset with a commitment to seeing tasks through to completion
- Excellent communication and relationship-building skills
- Highly organised with strong attention to detail
- Ability to manage competing priorities in a fast-paced environment
- Proactive, solutions-focused approach
- Experience in manufacturing or a technical environment (preferred but not essential)
Why Join MITS Alloy?
- Supportive and collaborative team culture
- Opportunity to work across multiple areas of the business
- Develop your skills in customer service, operations, and after-sales support
- Stable, long-term role within a well-established and respected manufacturing organisation
If you’re someone who takes pride in owning customer outcomes and delivering high-quality service every time, we’d love to hear from you.
Apply now to take the next step in your career with MITS Alloy.
