Business Operations & Customer Service Support/Coordinator

Touch Biotechnology; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Touch Biotechnology in Sydney is seeking a Business Operations & Customer Service Support/Coordinator to be the second-in-command within the Operations Division, handling inbound inquiries, orders, and admin workflows with a customer-first approach.

You will partner with Sales, Logistics, Production and Marketing to ensure accurate processing, timely deliveries, and continuous improvement of processes, SOPs and data integrity. Strong organiser and communicator needed.

Qualifications

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

Responsibilities

• Manage inbound customer enquiries, orders, and communications across channels.
• Process orders with correct pricing, promotions, and stock checks.
• Coordinate with Logistics and Production to meet delivery timelines.
• Handle customer concerns and credit note requests per policy.
• Provide product information and order updates to customers.
• Communicate with Sales and Marketing on customer needs and opportunities.
• Prepare customer correspondence, invoices, and internal reports.
• Maintain office administration and records, data entry and filing.
• Assist with stock enquiries, backorder follow-ups, and coordination.
• Act as second-in-charge within Operations and support management.

Skills

Communication

Administration

Logistics coordination

MS Office 365

Multi-tasking

Tools

Microsoft Office 365

Job description

Business Operations & Customer Service Support/Coordinator

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

Quality control and audit assistance

Support routine quality checks of stock, orders and promotional packs, maintain accurate records, flag discrepancies, and assist with audit preparation, document collection and follow-up of corrective actions.

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.