Customer Liaison Specialist - Sourcing

  • Transport Service Grade 5 $81,368 - $89,506 plus employers contribution to superannuation and annual leave loading
  • 12 month opportunity
  • Burwood location close to public transport, shops and eateries

Agency Overview

At Transport for NSW (TfNSW), people are at the centre of everything we do - the driving force of our success. Its a team that will affect the lives of millions of people every day, connecting the population of NSW and shaping the future of our cities, centres and regions. Its an exciting journey and a great time to join our team as we transform NSW

The Opportunity

The Customer Liaison Specialist (CLS) is responsible for the delivery of professional and timely end-to-end complex procure-to-pay transactional services to its customers across the cluster. The CLS offers greater career path opportunities for the incumbent who will be required to deliver services across all of the Procurement Service Lines including payables, payments, contract administration, purchasing, sourcing and enablement. In addition, the role has a significant focus on providing system & value-add support for complex issues, exception handling, troubleshooting and guidance for resolution and education of its customers on a wide range of procurement services. The CLS pro-actively monitors their own work allocations, provides peer support to the Customer Liaison Officer where applicable and effectively manages relationships with internal/external stakeholders to ensure efficient ownership and resolution of customer requests.

Key accountabilities

  • Service Delivery - Deliver end-to-end customer focused services across all Procurement Service Lines via a range of computer systems and technologies that meet agreed standards, operating procedures and performance targets.

  • Customer Liaison Contact for Tier 2 Transactions support and escalation of procurement related customer and supplier enquiries. Provide accurate information, taking ownership of individual matters, seeing them through to resolution. Assess needs, troubleshoot, and provide regular updates to customers on the status of their transaction.

  • Problem Solving Identify customer issues and/or process flaws, apply critical thinking to troubleshoot and determine correct course of action, utilise networks and relevant resources to work towards a solution. Work collaboratively with others to achieve common goals.

  • Cross-functional agility Support the team to meet fluctuations in customer demands by readily adapting to working across the different service lines as needed.

  • Effective Communication - Communicate information effectively to colleagues and customers via a range of methods, including in written and oral forms. Build rapport and identify the most appropriate communication channel and tailor messaging to the specific circumstances and audience. Identify and build relationships with key stakeholders.

  • Coaching and Mentoring Support the line manager in the provision of on-job coaching to both peers and customers in system adoption, process and best practice risk based approach to procurement service delivery.

  • Capability development Undertake development and increase knowledge and capability across all Procurement Service Lines, processes and operating frameworks by undertaking job rotation, face to face/on-line training, and participating in forums and improvement initiatives. Keep abreast of upcoming workplace, policy and process changes by regularly accessing on-line resources and attending briefings.

  • Business Improvement and innovation - Optimise available technology to improve service delivery. Share learnings, raise issues and concerns and actively contribute to identification, development and implementation of business and process improvement initiatives.

For more information on this position, view the role descriptionhere.


  • Desired qualifications logistics/procurement diploma, on the way to achieve MCIPS

  • Desired experience - procure-to-pay experience, sourcing experience, tender/bid management,

  • SAP procure to pay experience (desired), calculation skills, customer service skills


At Transport our people have access to a range of benefits that help balance life at work and at home. These include flexible working arrangements, professional development opportunities, health and wellbeing programs and a program that helps you stay connected with work before, during and after parental leave.

  • Salary packaging options (Superannuation/car lease options)
  • Flexible hours between 7am 7pm
  • Flex days & flexible working arrangements
  • Career development and progression
  • Partnership with Fitness Passport for ongoing staff and their families to access more than 390 gyms and pools at a discounted rate

Our Commitment to Diversity

TfNSW are committed to building a diverse and inclusive culture across the Transport cluster, planning for and promoting diversity. We welcome and encourage applications from diverse community groups and ages including Aboriginal and Torres Strait Islander, LGBTQIA, people with disabilities, women and other diversity groups. TfNSW recognises the benefits that such an approach brings for our staff and customers in delivering the future of NSW.

If you are looking for an environment in which you can contribute to creating a legacy of achievement that will last for generations, and enjoy a flexible and diverse working environment which values collaboration and personal development, then wed like to meet you.

How to Apply

To apply for this position, please submit aresume and brief covering letter(cover letter no longer than two pages) which addresses:

a) the reason for your interest, and

b) how your skills and experience suit the role

Applications close:11:59pm, Friday 22^nd November 2019

Temporary opportunities for ongoing staff-Please note, the release of staff is at the discretion of your Manager, taking into account the needs of the business, ability to back fill the staff members role and / or impact of the staff members absence from the team. Staff are advised to discuss their intention to apply for a temporary opportunity with their manager prior to submitting their application.

25/11/2019 $0 CBD, Inner West & Eastern Suburbs 1 Manufacturing, Transport & Logistics
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