Customer Operations Coordinator

We are a privately owned furniture wholesaler situated in Melbourne’s northern suburbs, supplying Australia’s leading furniture and bedding retailers. We are seeking an organised, proactive and customer-focused Customer Operations Coordinator to join our operations team.

This is a great opportunity to join a fast-growing organisation in a hands-on role with real ownership. You will run our customer claims pipeline from end to end, oversee the day-to-day work of our two offshore customer care team members, and be their first point of escalation. Locally, you’ll be on the phones, managing our spare parts and their dispatch, and supporting the operations team with day-to-day administration. If you enjoy keeping things moving, making decisions and taking full ownership of outcomes, this role is for you.

The role will encompass a range of responsibilities, including but not limited to:

• Managing our customer claims pipeline end to end, ensuring warranty claims and service cases are progressed and resolved efficiently.

• Monitoring open cases daily, prioritising aged and high-risk claims and clearing blockers.

• Overseeing the day-to-day work of two outsourced customer care team members, who create and attend to the majority of cases in our system.

• Acting as their first point of escalation, resolving complex or sensitive cases and making claim decisions.

• Checking case quality and accuracy, and providing feedback, coaching and training on products, processes and systems.

• Answering inbound customer and retailer calls and resolving enquiries at first contact wherever possible.

• Overseeing product returns and working to minimise the associated costs.

• Managing spare parts for customer claims, including stock on hand, records and replenishment in our ERP (MYOB Acumatica).

• Arranging local dispatch of spare parts and tracking them through to delivery.

• Maintaining accurate case, claim and transaction records across Salesforce, MYOB Acumatica and Microsoft 365.

• Monitoring claims KPIs and reporting on them regularly to the Operations Team Leader.

• Identifying service gaps, recommending process or system improvements, and contributing to continuous improvement initiatives.

• Liaising with our sales, warehouse and supply teams to resolve customer issues quickly.

• Providing general administrative support to the local operations team.

About our ideal candidate:

Experience

• Minimum 3 years' experience in customer service, claims or customer operations, ideally within a wholesale, distribution or retail environment.

• Experience supervising a team or acting as an escalation point. Experience working with remote or offshore teams is highly regarded.

• Experience using a CRM/ERP for case management (Salesforce/Zendesk) and a solid working knowledge of ERP systems.

• Experience handling warranty claims, returns or spare parts is a plus.

• Prior experience in import wholesale or B2B business is a plus, but not required.

• Certificate IV or Diploma in Business Administration, Customer Engagement or similar is preferred but not essential.

Skills

• Excellent written and verbal communication skills, including a confident phone manner.

• Highly organised with great attention to detail and strong time management.

• Confident making informed decisions that deliver a positive outcome for both the customer and the business.

• Ability to manage competing priorities and take full ownership of outcomes.

• A customer-centric attitude, with the customer front of mind in every decision.

• A continuous improvement mindset, always looking for ways to make processes better.

• Strong Microsoft 365 skills, including intermediate Excel.

This is a fantastic opportunity to join our expanding and progressive team with a great company culture. We offer a collaborative work environment, excellent working conditions, modern systems, on-site parking and discounts on our range of locally designed furniture. We also offer a Bonus Annual Leave Day on your Birthday!

A competitive salary package, negotiable based on your experience.