Customer Service Coordinator

Customer Service Coordinator

Industry: Decking & Landscaping
Remote Position | Full-Time

Are you a people person who loves helping customers, building relationships and creating business opportunities?

Our client is a growing Australian supplier specialising in premium composite decking and landscaping products. We are looking for a motivated and proactive Customer Service Coordinator to become an important part of the team.

While exceptional customer service is at the heart of this role, a key objective will be to support business growth by following up enquiries and quotations, building relationships with customers, and identifying new opportunities within the building and landscaping industries.

A key measure of success in this role will be your ability to proactively manage opportunities and help convert enquiries and quotations into customers, orders and projects.

If you genuinely enjoy speaking with people, are confident picking up the phone and take pride in delivering exceptional customer service, we’d love to hear from you.

About the Role

As the Customer Service Coordinator, you will be the first point of contact for many of our client’s customers and trade partners.

You will help ensure that every enquiry is responded to promptly, every quotation is followed up professionally, and every opportunity has a clear next action.

You’ll play a vital role in supporting customers throughout their journey while helping our client grow its customer base and strengthen long-term relationships within the building and landscaping industry.

This is not simply an administrative position. We are looking for someone who enjoys communicating with people, developing relationships, following opportunities through and helping customers move towards the next step.

Key Responsibilities

• Respond to customer enquiries via phone, email, SMS and other communication channels.
• Follow up quotations sent to prospective customers and identify the next step, including answering questions, providing additional information, arranging site visits or assisting customers who are ready to proceed.
• Maintain regular contact with potential customers to ensure opportunities remain active and engaged.
• Ensure customer enquiries and opportunities are not forgotten and that agreed follow-ups, callbacks and actions are completed.
• Conduct outbound calls to potential trade customers, including:

o   Builders

o   Carpenters

o   Landscapers

o   Developers

o   Architects

• Work through existing prospect databases, including:

o   Victorian builders and carpenters

o   NSW builders and carpenters

o   Victorian architects

• Introduce our client and their range of premium composite decking and landscaping products to prospective customers.
• Identify opportunities to provide product information, samples, quotations or arrange further discussions.
• Develop and maintain strong relationships with existing trade customers to encourage repeat business.
• Answer customer questions using company training materials, website content, FAQs and internal resources.
• Accurately record customer interactions, quotation follow-ups, call outcomes, notes and future actions within the company’s CRM system.
• Assist with general administration, customer records, emails and other office duties.
• Contribute ideas and suggestions to improve customer experience, processes, sales opportunities and overall business performance.

As your knowledge and experience grow, the role may expand to include additional responsibilities such as:

·       Calendar and appointment management

·       Coordinating deliveries

·       Customer and trade account management

·       General business administration

·       Additional responsibilities as the company continues to grow

About You

We’re looking for someone who communicates naturally, enjoys helping people and is confident building relationships over the phone.

You will ideally have experience in customer service, administration, sales support, lead follow-up, appointment setting or outbound calling.

You will also be:

• Friendly, professional and customer focused.
• An excellent communicator with strong spoken and written English.
• Comfortable speaking with Australian customers.
• Clear, confident, energetic and pleasant on the phone.
• Someone who genuinely enjoys speaking with people and is comfortable picking up the phone rather than relying only on email or messaging.
• A good listener who understands the customer’s needs before responding.
• Organised and able to manage multiple tasks and follow-up activities.
• Confident making outbound calls and starting conversations with prospective customers.
• Persistent and comfortable following up opportunities without becoming overly pushy.
• Strong on follow-through — if you promise a customer a callback, answer or follow-up, you make sure it happens.
• Comfortable learning technical product information and becoming knowledgeable about the company’s products.
• Proactive and solutions-focused rather than waiting to be directed.
• Reliable, punctual and accountable.
• Creative and willing to contribute new ideas and suggestions.
• Tech-savvy, with strong computer and email skills, and comfortable learning and using AI tools.
• Able to work independently and productively in a remote environment.
• Committed to delivering outstanding customer service.

The Type of Person We’re Looking For

We are particularly interested in someone who has a natural ability to communicate and build rapport.

You don’t need to know anything about composite decking or landscaping when you start — we can teach you the products.

What is much harder to teach is attitude.

We are looking for someone who:

·       Likes talking to people.

·       Is comfortable making phone calls.

·       Listens carefully.

·       Communicates with confidence.

·       Enjoys solving problems.

·       Takes ownership of tasks.

·       Follows through on commitments.

·       Doesn’t give up easily.

·       Looks for opportunities rather than waiting for instructions.

·       Wants to become an important part of a growing business.

What Makes This Role Different?

• Work directly with the business owner and have a genuine impact on company growth.
• Receive structured training, detailed SOPs and ongoing support.
• Develop extensive knowledge of premium composite decking and landscaping products.
• Build skills across customer service, relationship management, sales support and business administration.
• Work in an environment where initiative is encouraged rather than simply following instructions.
• Have your ideas and suggestions genuinely valued.
• Take on increased responsibilities as your skills and knowledge develop.
• Have the opportunity for long-term career growth as the business expands.

Why Join Our Client?

Exceptional customer service is the highest priority.

Our client has built its reputation around quality, reliability, competitive value and keeping its word.

The company’s philosophy is based on building long-term customer relationships rather than simply completing individual transactions.

You will receive structured training to help you understand the company, its products, customers and processes. As your knowledge develops, you will be trusted with increasing responsibility and encouraged to contribute ideas that help the business grow.

If you are enthusiastic, confident, organised, proactive and customer-focused and are looking for an opportunity to grow with a dynamic Australian business, we’d love to hear from you.

Apply now and tell us why you’d be a great fit for this role.