Customer Service & Sales Support

Position Summary

The Customer Service & Sales Support Role provides administrative, customer service, and sales support across multiple brands within the organization. The role has a strong focus on customer support, assisting customers, retail partners, and internal teams by managing customer communications, order enquiries, operational requests, and service-related activities. The position also provides shared services support across head office functions and works closely with operations, warehouse, and retail teams to ensure a seamless and positive customer experience.

Job Details

• Work Setup: Work-from-home

• Schedule: Monday to Friday, 8:00 AM – 5:00 PM AEST

• Holidays: To Follow Australian Public Holidays

Key Responsibilities

Customer Service

• Provide day-to-day customer service support to customers, retail partners, and internal teams by managing enquiries, requests, and service-related activities.

• Manage customer service inboxes and respond to enquiries through various communication channels.

• Monitor order progress and coordinate with warehouse and operations teams to address delays, shortages, and order-related issues.

• Investigate and resolve shipment discrepancies, product enquiries, and customer concerns in a timely and professional manner.

• Ensure accurate, clear, and timely communication across all customer touchpoints.

• Maintain detailed service records and escalate complex issues when required.

Sales Support

• Provide operational support to customers and business partners to ensure a smooth customer experience.

• Prioritise and manage incoming support requests while providing effective solutions and troubleshooting assistance.

• Support customers with online portals, system access, order processing, and general platform enquiries.

• Manage product return processes, including faulty product coordination and credit requests.

• Monitor compliance requirements and support ongoing customer account management activities.

• Prepare regular customer activity reports and performance updates.

• Assist with customer onboarding, training, and education on systems and processes.

• Support customer questionnaires, account updates, and profile management.

• Assist with sales support activities and business development initiatives.

Shared Services & Administration

• Manage shared inboxes, phone enquiries, and digital communication channels.

• Provide administrative support across various business functions.

• Maintain accurate records, documentation, and internal systems.

• Assist with reporting, documentation, and process improvement initiatives.

• Support cross-functional projects and operational activities as required.

Stakeholder Coordination

• Collaborate with internal teams, including warehouse, operations, e-commerce, sales, and retail teams, to resolve customer and operational matters.

• Coordinate with stakeholders to ensure timely resolution of enquiries and service requests.

• Escalate complex issues appropriately while maintaining strong communication and follow-through.

Qualifications

Essential

• Previous experience in customer service, sales support, administration, or shared services roles.

• Strong organizational skills with the ability to manage multiple priorities and meet deadlines.

• Excellent written and verbal communication skills.

• Strong attention to detail and ability to maintain accurate records.

• Ability to work effectively in a fast-paced, customer-focused environment.

• Proficiency in Microsoft Office applications, particularly Excel, Outlook, and Word.

Desirable

• Experience in retail, wholesale, e-commerce, or customer support environments.

• Experience managing shared inboxes, customer portals, or CRM systems.

• Experience supporting business customers, retail partners, or account management activities.

• Familiarity with order management systems and operational processes.

Personal Attributes

• Highly organized with strong attention to detail.

• Customer-focused with a proactive and solutions-oriented mindset.

• Adaptable and comfortable managing changing priorities.

• Strong problem-solving skills with the ability to take ownership of tasks.

• Collaborative team player with a professional and positive approach.

• Excellent communication skills with the ability to build strong relationships with customers and stakeholders.