Customer Operations Lead: Claims & Spare Parts

Master Pacific Pty Ltd.; Melbourne; On-site; AUD 65,000 - 78,000; Full time

Benefits offered by this job

On-site parking

Birthday Bonus Day

Staff discounts

Job summary

Master Pacific Pty Ltd. in Melbourne's northern suburbs is seeking a Customer Operations Coordinator to join our operations team. You will own the customer claims pipeline end to end, oversee offshore team members, handle spare parts dispatch, and support day-to-day administration.

The role requires strong organisation, proactive problem solving and a customer‑first mindset. You will manage claims, monitor open cases, coach staff, and drive continuous improvement across CRM/ERP tools such as

Qualifications

• Minimum 3 years' experience in customer service, claims or operations.
• Experience supervising a team or escalation point, preferably with remote/offshore teams.
• Experience using a CRM/ERP for case management and knowledge of ERP systems.

Responsibilities

• Manage the customer claims pipeline end to end to progress warranties and service cases.
• Monitor open cases daily, prioritise aged and high-risk claims, remove blockers.
• Oversee two offshore customer care team members and act as escalation point.
• Answer inbound calls and resolve enquiries at first contact where possible.
• Oversee returns, spare parts stock and dispatch, and reconciliation in ERP/CRM.
• Maintain accurate records across Salesforce, MYOB Acumatica and Microsoft 365.
• Identify service gaps and suggest process or system improvements.

Skills

Communication

Organization

Decision making

Customer-centric

Time management

Problem solving

Education

Diploma/Certificate IV in Business Administration or Customer Engagement

Tools

Salesforce

Zendesk

MYOB Acumatica

Microsoft 365

Job description

Master Pacific Pty Ltd. in Melbourne's northern suburbs is seeking a Customer Operations Coordinator to join our operations team. You will own the customer claims pipeline end to end, oversee offshore team members, handle spare parts dispatch, and support day-to-day administration.

The role requires strong organisation, proactive problem solving and a customer‑first mindset. You will manage claims, monitor open cases, coach staff, and drive continuous improvement across CRM/ERP tools such as