Alliance Distribution Services (ADS) is a leading book distribution company in Australia & New Zealand, providing comprehensive distribution services, and exceptional customer service to our client publishers and their bookselling customers. ADS is fully owned and operated by Hachette Australia.
We are looking for a Customer Service Advisor to join our Customer and Publishers Services Team in a permanent full-time position, located at our offices in Tuggerah.
The overall objective of the Customer Service Advisor role is to work as part of the Customer Services Department to become a trusted partner to our customers and publishers, and to ensure that departmental service level targets are achieved. The Customer Service Advisor needs to demonstrate a growth mindset, promoting ideas for continuous
improvement that will enhance customer/client experience and ensure that high standards of quality and productivity are continuously achieved.
Responsibilities
- Proactively liaising with both customers and clients to maintain first-class working relationships.
- Working to departmental performance targets, in order to meet and exceed service levels.
- Responding to telephone and written requests from customers and clients, to agreed service levels.
- Processing customer/client requests such as: Orders, Return Authorisations, Rebates, Group buys, Transfers, Consignment sales, Remainders, Direct Shipments, Pulp Orders, ensuring that these are accurate.
- Communicating effectively with customers/clients to actively resolve issues, in line with agreed service levels.
- Developing excellent working relationships with customers and clients, providing outstanding customer service, which achieves/exceeds Quality performance measures.
- Maintaining effective communication with internal departments, to ensure that service levels are achieved.
- Identifying ways to improve processes to enhance service and productivity.
- Handling Customer/Client complaints effectively, ensuring these are resolved within service level targets.
- Promptly advising and escalating to the Team Leader/Manager any on-going issues or queries you are unable to resolve.
- Ensuring high standards of quality and productivity are maintained in accordance with our internal Quality programme.
We’re looking for someone who has:
- Previous experience in a similar customer Service role, preferably in a fast paced target driven environment.
- Excellent Communication skills, both written and verbal.
- The ability to work well as part of a team, but also able to plan and prioritise own workload to meet strict deadlines.
- Experience building effective customer and client relationships with an ability to communicate and build positive working relationship with contacts at all levels.
- Strong conflict resolution skills and an ability to remain calm under pressure.
- Previous experience in data processing.
- IT skills (Microsoft Word, Excel, Teams and Outlook)
- Excellent attention to detail.
What do we offer you?
At ADS, our people are our greatest assets, and our benefits reflect this. In addition to 20 days of annual leave per year (pro-rata) and public holidays, we offer a professional, supportive, and friendly culture, up to 50% off book purchases, two paid community days per year to volunteer at your charity of choice, and one paid picnic day per year to support your personal well-being.
Other benefits include:
- Free flu immunisation and annual skin check clinic.
- Mental health support and free counselling.
- 20% Corporate Discount at Anytime Fitness Gyms.
- A great location close to transportation.…and much more!
Applications
If you’re ready for the next step in your career and want to join our experienced ADS team, please submit your resume by COB 30 April 2026.
Please note: Due to the large volume of applications, only shortlisted candidates will be contacted.
Our Commitment
ADS employs people on the basis of their abilities. We aim to attract and develop talent from a base as broad as the world of readers we want to reach, with a wide and representative range of age, faith, disability, race, gender, sexuality and socio-economic, regional and cultural backgrounds.
If you are shortlisted and need us to make any adjustments to help you attend for interview, please let us know.
