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.