Customer Service Coordinator

Proper Goods; Sydney; On-site; AUD 55,000 - 75,000; Full time

Job summary

Proper Goods is seeking an experienced Customer Service Coordinator to be the primary contact for our national B2B optical customers, handling orders, product inquiries, backorders, warranties and other service tasks.

This hands-on role is varied but focused on looking after customers and following issues through, with collaboration across sales, warehouse and supply chain to resolve problems and keep customers informed.

Qualifications

• Experience in customer service or order administration.
• Professional phone and email communication skills.
• Strong organisational skills and attention to detail.
• Ability to work independently and take ownership of issues until resolution.
• Experience in wholesale, distribution, fashion, optical or product-based business is a plus.

Responsibilities

• Be the face, voice and first point of contact for Proper Goods across our national B2B customer network
• Responding to customer enquiries by phone and email
• Processing orders, returns, warranties and product requests
• Investigating delayed orders and finding practical solutions
• Keeping customers informed, particularly when things don't go to plan
• Working with our sales, warehouse and supply chain teams to resolve issues
• Maintaining accurate customer and order records
• Helping with occasional administrative and product information tasks

Skills

Customer service

Order administration

Communication

Organization

Problem solving

Software systems

Tools

CRM software

Order management system

Job description

Join the future of luxury eyewear distribution.

Love helping customers, solving problems and making sure things get done properly?

Proper Goods is an Australian distributor of premium independent eyewear brands, supplying optometry practices across Australia and New Zealand.

We're a small, friendly and passionate team working with some of the world's most interesting eyewear brands. We take pride in our products, our relationships and the service we provide.

We're looking for an experienced Customer Service Coordinator who enjoys being the person customers can rely upon.

The role

You'll be a key contact for our optometry customers, helping them with orders, product enquiries, backorders, service, warranties and the everyday challenges that come with supplying products from around the world.

It's a hands-on customer service role with plenty of variety, but the heart of the job is looking after customers and following things through.

You'll be responsible for:

• Be the face, voice and first point of contact for Proper Goods across our national B2B customer network


• Responding to customer enquiries by phone and email


• Processing orders, returns, warranties and product requests


• Investigating delayed orders and finding practical solutions


• Keeping customers informed, particularly when things don't go to plan


• Working with our sales, warehouse and supply chain teams to resolve issues


• Maintaining accurate customer and order records


• Helping with occasional administrative and product information tasks

About you

We're looking for someone who genuinely enjoys customer service and takes pride in doing it well.

You'll ideally bring:

• Experience in customer service, order administration or a similar role


• Confidence communicating professionally by phone and email


• Strong organisational skills and attention to detail


• Good judgement and the ability to work through problems independently


• Confidence using business systems and learning new software


• A calm, friendly approach when customers are frustrated or things get busy


• A willingness to take responsibility and follow through until an issue is resolved

Experience in wholesale, distribution, fashion, optical or another product-based business would be useful, but isn't essential.

What makes this role interesting?

We're not a call centre, and you're not just closing tickets.

Our customers are independent optometry practices, who have been trusted partners for years. These relationships matter to us, and we're looking for someone who takes pride in looking after them. Sometimes that means answering a simple question; other times it means investigating an issue, finding a solution and keeping everyone informed.

Above all, we value people who genuinely care about our customers and see things through.

Why Proper Goods?

• A small, supportive team where your contribution matters


• Beautiful products and distinctive international brands


• A business that values initiative, quality and doing things properly


• A varied role with genuine customer relationships


• Join our Sydney-based team and be part of a growing Australian eyewear distribution business.

If you enjoy making customers' lives easier and take pride in getting the details right, we'd love to hear from you.