Customer Experience & Sales Coordinator

Customer Experience & Sales Coordinator

Full-Time | Monday to Friday, 9:00am – 5:00pm

About Us

Double Glazing Masters is a leading provider of premium double glazed window and door solutions across South East Queensland.

We pride ourselves not only on the quality of our products, but on providing our customers with clear communication, exceptional service and a positive experience from their first enquiry through to the completion of their project.

As our business continues to grow, we are looking for a confident, reliable and proactive Customer Experience & Sales Coordinator to join our team.

About the Role

This is a varied, customer-focused role supporting both our Sales and Operations teams.

You will be responsible for engaging with our existing customer database, following up previous quotations and enquiries, booking qualified appointments for our Sales Consultants and assisting customers throughout their journey with Double Glazing Masters.

You will also be an important point of contact for existing customers, helping with enquiries, providing updates, coordinating information between departments and ensuring matters are followed through to resolution.

This isn't a role for someone who simply takes a message and passes it on.

We're looking for someone who is comfortable picking up the phone, takes ownership and genuinely wants to see things through.

Our products, systems and processes can be taught. The attitude, reliability and accountability we're looking for need to come naturally.

What You'll Be Doing

Customer Experience

• Confidently handle inbound customer calls and enquiries
• Provide customers with clear, professional and timely communication
• Take ownership of customer enquiries and follow them through to resolution
• Proactively contact customers when updates or further information are required
• Liaise with our Sales, Operations, Production and Installation teams
• Ensure commitments and customer follow-ups don't fall through the cracks
• Maintain accurate and detailed customer records within our systems
• Assist with showroom enquiries and walk-in customers

Sales & Lead Generation

• Engage with our existing database of customers and enquiries
• Follow up previous quotations and warm sales opportunities
• Re-engage customers who have previously expressed interest in our products
• Qualify opportunities and book appointments for our Sales Consultants
• Assist with follow-up from marketing campaigns and promotional activities
• Support the Sales Team with customer communication and appointment coordination
• Identify opportunities within our existing customer database

Operations Support

• Assist the Operations Team with customer and project coordination
• Follow up outstanding information required to progress customer projects
• Assist with customer appointments, service requirements and outstanding works
• Coordinate information between customers and internal departments
• Help identify potential issues before they become customer problems
• Provide administrative and operational support as required

About You

For this position, we're looking for the person first and experience second.

You'll be someone who:

• Is confident on the phone and genuinely enjoys speaking with customers
• Doesn't avoid a difficult conversation
• Takes ownership rather than immediately passing a problem to somebody else
• Follows through on what they say they will do
• Is dependable, punctual and reliable
• Has excellent written and verbal communication skills
• Is highly organised with strong attention to detail
• Can manage multiple priorities without losing track of commitments
• Remains calm and solutions-focused when something doesn't go according to plan
• Is comfortable making outbound calls and following up sales opportunities
• Uses initiative and doesn't need to be continually prompted
• Works well independently while contributing positively to a team
• Takes pride in providing an exceptional customer experience

Previous experience in customer service, sales support, administration, account management or operations would be highly regarded.

Experience within the window, construction or building industry is not essential. Full product and systems training will be provided.

What Matters to Us

At Double Glazing Masters, we believe every customer deserves clear communication, accountability and follow-through.

We don't expect you to know everything on day one.

We can teach you our products.

We can teach you our systems.

We can teach you our processes.

What we can't teach is reliability, initiative, accountability and the willingness to pick up the phone and take ownership.

If those qualities describe you, we'd like to hear from you.

What We Offer

• Competitive salary
• Full-time hours – Monday to Friday, 9:00am – 5:00pm
• Ongoing training and support
• Career progression and development opportunities
• Product discounts
• A supportive and collaborative team environment
• A varied role where you can genuinely make an impact
• The opportunity to grow with an established South East Queensland business

Apply Now

If you're looking for a role where you're trusted to take initiative, build relationships with customers and make a genuine contribution to a growing business, we'd love to hear from you.

Please send your resume and cover letter to [email protected]

For further information about the position or Double Glazing Masters, please contact Samantha, Operations Manager, on [1300 326 151](tel:1300 326 151)

Please note: only shortlisted applicants will be contacted.