Business Operations & Customer Service Support

Touch Biotechnology; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

Touch Biotechnology is seeking a capable Business Operations & Customer Service Support professional. The role acts as the second-in-charge within the Operations Division, handling inbound inquiries, orders, and communications while ensuring accurate processing and timely delivery.

You will coordinate with Logistics, Production, Sales and Marketing, and maintain strong customer-focused service, building efficient administrative workflows and clear reporting to support business operations.

Qualifications

• Excellent verbal and written communication skills.
• Experience in administration, logistics or operations support.
• Highly organised and detail-oriented.
• Proficient in Microsoft Office 365.
• Professional phone manner and stakeholder management skills.

Responsibilities

• Handle inbound customer enquiries, orders, and communications across phone, email, and digital channels.
• Process customer orders accurately with correct pricing, promotions, and stock availability.
• Coordinate with Logistics and Production to meet delivery timelines and service commitments.
• Address customer concerns, complaints, and credit note requests per policy.
• Provide product information, order updates, and general support with a customer-first approach.
• Maintain timely communication with Sales and Marketing regarding customer needs and opportunities.
• Follow up on orders, deliveries and service requests.
• Prepare customer correspondence, invoices, and internal reports.
• Manage admin tasks, filing, data entry, and compliance tracking.
• Coordinate meetings and office activities; order office supplies.

Skills

Customer service

Administration

Logistics coordination

MS Office 365

Stakeholder management

Multi-tasking

Attention to detail

Tools

CRM (unspecified)

Job description

Business Operations & Customer Service Support

The Business Operations & Customer Service Support will be the primary point of contact for customer service and administration & business operations and process management functions. As the second-in-charge within the Operations Division, this role ensures consistent, accurate, and efficient handling of inbound enquiries, order processing, customer communications, and administrative workflows across Touch Biotechnology.

Key Responsibilities

Manage all inbound customer enquiries, orders, and communications across phone, email, and digital platforms.

Process customer orders accurately, ensuring correct pricing, promotional approvals, and stock availability.

Coordinate with Logistics and Production teams to ensure delivery timelines and service commitments are met.

Handle customer concerns, complaints, and credit note requests professionally and in accordance with company policies.

Provide product information, order updates, and general support with a strong customer-first approach.

Maintain clear and timely communication with Sales and Marketing teams regarding customer needs and opportunities.

Follow up on customer orders, deliveries and service requests.

Administration & Office Management

Prepare customer correspondence, invoices, purchase orders, and internal reports as required.

Manage administrative tasks, including document management, filing, data entry, and compliance tracking.

Manage office administration and records. Prepare reports, documents and correspondence.

Maintain filing systems and company databases.

Coordinate meetings and office activities.

Order office supplies and maintain office facilities.

Assist management with general business administration.

Team Support

Partner with Sales and Marketing teams to support promotional activity, customer activations, and event coordination.

Assist with stock availability enquiries.

Coordinate preparation of Point of Sale (POS) packages and promotional materials.

Support product launches, promotions and marketing activities.

Liaise with suppliers and internal departments as required.

Partner with Sales and Marketing teams to support promotional activity, customer activations, and event coordination.

Foster effective working relationships across departments to ensure a consistent and seamless customer experience.

Business Operations Support

Contribute to the design, implementation, and ongoing maintenance of operational processes, SOPs, and administrative policies.

Support the Operations Manager in standardising workflows across customer service, order processing, inbound channels, and administrative functions.

Identify inefficiencies and recommend improvements to strengthen accuracy, compliance, and service quality.

Identify opportunities to improve customer service processes, response times, and communication workflows.

Contribute to systems improvement projects, including CRM updates and order management enhancements.

Assist with monitoring adherence to operational procedures across the division and escalating issues where required.

Act as second-in-charge within the Operations Division, providing operational continuity and support in the absence of the Operations Manager.

Assist with stock enquiries, backorder follow-ups, and general coordination activities across Operations.

Ensure data accuracy across order, pricing, freight, and customer information systems

Ideal Candidate

Excellent verbal and written communication skills.

Experience in administration, logistics or operations support.

Highly organised and detail-oriented.

Proficient in Microsoft Office 365.

Professional phone manner and stakeholder management skills.

Ability to multi-task and work in a fast-paced environment.

Experience with inventory, customer orders or supply chain coordination is highly desirable.