Customer Service & Administration Officer

About the role

We're looking for an organised, customer-focused Customer Service & Administration Officer to be the first point of contact for our customers and the link between them, our suppliers, and our production team. No two days look the same, and what you do genuinely matters.

You'll manage customer enquiries end to end, including processing orders, confirming details, arranging payment and freight, keeping customers updated on progress, and raising the paperwork that gets product out the door.

About us

Pack-n-it (part of a wider group of companies) supplies packaging to customers right across Australia and internationally, and we're growing fast. We design and manufacture a broad range of stock and custom packaging for the cosmetic, food, retail and consumer markets, including folding cartons and boxes, eco-friendly boxes, retail displays, shelf ready cartons and gift boxes.

We're scaling up, commercialising new products, and building towards international expansion, so there's genuinely never been a better time to join. We run a fully cloud-based business on Xero and connected systems, so you'll work with modern tools rather than paper and spreadsheets. Because we're a lean team, you'll have real ownership of your work, direct access to the people making the decisions, and the chance to grow as quickly as the business does.

What You'll Do

As the front line for our customers, you'll keep orders moving smoothly from first enquiry through to invoice.

• Be the first point of contact: Answer incoming phone calls and emails promptly and professionally, resolving what you can and directing the rest to the right person for follow-up.
• Process customer orders accurately: Enter and manage orders in the system, including generating new product and customer codes and maintaining clean, accurate database records.
• Confirm and communicate: Issue order confirmations to customers by email, keep them informed of progress, and advise when their order is ready for pickup or delivery.
• Manage payment requirements: Arrange upfront payment where required and liaise with accounts on account status before orders are released.
• Handle purchase orders and suppliers: Raise and process purchase orders and communicate with suppliers to confirm delivery timeframes and follow up on outstanding items.
• Coordinate freight and dispatch: Obtain freight quotations when required, and generate pallet flags and delivery dockets to support accurate, on-time dispatch.
• Work closely with Production: Coordinate with the production team on order timing and product availability so delivery commitments are met.
• Complete invoicing: Raise and issue customer invoices accurately and on time, ensuring order, dispatch, and billing details all match.
• Keep the admin tight: Maintain accurate records and documentation across orders, quotes, and customer correspondence so nothing falls through the cracks.

What You'll Bring

Essential

• Experience in a customer service, internal sales, or administration role, ideally in a product-based business.
• Confident phone and email communication skills, with a professional, helpful manner.
• Strong attention to detail and accuracy when processing orders, pricing, and invoices.
• Good organisational skills and the ability to juggle competing priorities in a busy environment.
• Comfortable using cloud-based business systems and Microsoft Office, particularly Excel and Outlook.
• A proactive, follow-through mindset, taking ownership of an issue until it's resolved.
• Ability to work well within a small, collaborative team.

Highly Regarded

• Experience in wholesale, distribution, manufacturing, or FMCG environments.
• Exposure to purchase order processing, freight coordination, and supplier liaison.
• Familiarity with invoicing and basic accounts processes.
• Experience with Xero or a similar cloud-based accounting or ERP system.
• A continuous improvement mindset, with an eye for simplifying customer and order processes.

How to Apply

If you enjoy being the person customers rely on and want a varied role where you own the process from enquiry through to invoice, we'd love to hear from you. Apply now with your resume and a brief cover letter outlining your experience and what excites you about this opportunity.