Customer Love Coordinator

Single Origin Pty Ltd; Sydney; On-site; AUD 55,000 - 70,000; Full time

Job summary

Single Origin Pty Ltd is seeking a customer service all-rounder to keep operations smooth in a fast-paced café-focused environment. You’ll support wholesale and online channels, manage orders, and maintain customer records across NetSuite and Shopify.

Ideal candidates are organized, friendly communicators with strong spreadsheet skills and an ability to multitask during peak periods. A passion for coffee and cafe culture is a plus.

Qualifications

• Customer service pro with a background in hospo, retail, or other fast-paced environments.
• Confident communicator – friendly on the phone, sharp in an email.
• Detail lover who’s quick on the keyboard and comfy in spreadsheets.
• Calm under pressure, multitasking, and great at prioritising.
• Team player who backs the crew and brings good energy.

Responsibilities

• Handle inbound wholesale and online enquiries via phone, email, SMS and cases, including order tweaks and product questions.
• Process wholesale and online orders, ensuring accuracy and correct cut-offs.
• Perform regular customer check-ins and follow up with regulars.
• Maintain customer accounts in NetSuite and Shopify, handling account inquiries.
• Book consignments, track deliveries, and resolve delays or claims.
• Log customer issues, process credits or replacements, and escalate gnarly problems.
• Spot overdue invoices or failed charges and route to the appropriate team.
• Use saved replies to communicate clearly during peak periods.
• Keep customer records and call notes up to date.
• Contribute ideas to streamline processes and participate in team initiatives.

Skills

Customer service

Hospo background

Retail experience

Detail oriented

Team player

Tools

NetSuite

Shopify

Excel

Job description

We’re looking for a customer service all-rounder to jump in and help keep things running smoothly. If you’re organised, friendly, and quick on the tools, read on.

At Single O, we’re passionate about great coffee, top-notch service, and backing our café community especially during the festive frenzy. We’re looking for a Customer Love legend to help keep things humming behind the scenes.

What You’ll Be Doing:

This isn’t just answering phones - it’s helping fuel café culture with fast, friendly support.

Inbox wrangling – manage wholesale and online enquiries across phone, email, SMS and cases: order tweaks, product questions, subscriptions, the works.

Order accuracy – process wholesale and online orders, adjust as needed, and double-check details and cut-offs.

Customer check-ins – follow up with regulars who haven’t placed their usuals (we’ll give you lists).

Account upkeep – maintain customer accounts across Ordermentum and NetSuite, helping customers with account enquiries along the way.

Delivery dance – book consignments, track them down, smooth over delays, and file any “oops” claims.

Fix-it, follow-up – log customer issues, process credits/replacements, and elevate anything gnarly.

Payment sanity checks – spot failed charges or overdue invoices and route to the right team.

Holiday comms – use saved replies/macros to keep messages quick and clear during peak.

Keep it tidy – update customer records and call notes so nothing slips through the cracks.

Make things better – contribute ideas for smoother processes and jump into team initiatives.

Systems You’ll Use:

NetSuite (orders, invoices, customer records)

Shopify (online orders & refunds)

Microsoft Excel (for tracking and tidy lists)

Who You Are:

Customer service pro with a background in hospo, retail, or other fast-paced environments

Confident communicator – friendly on the phone, sharp in an email

Detail lover who’s quick on the keyboard and comfy in spreadsheets

Calm under pressure, cool with multitasking, and great at prioritising

Team player who backs the crew and brings good energy

Why You’ll Love It Here:

Work with a small-but-mighty team that actually enjoys the holiday rush

Get your coffee fix (and then some)

Learn heaps about specialty coffee, logistics, and customer love

Enjoy a role that’s low on fluff and high on impact

Be part of a company that cares about people, the planet, and our café community

The Fine Print

Must be available for key dates around New Year (Dec 29–31 & Jan 2)

We're proudly powered by people from all walks of life. So come as you are, your unique vibe is welcome here.