Customer Service & Order Coordinator

GuidedHR; City of Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive remuneration package

Job summary

CACAO Chocolates and Macarons in Melbourne seeks an experienced Customer Service & Order Coordinator to join the Sales & Customer Experience team on a full-time basis.

You will be the link between customers, production, and sales, ensuring orders flow from enquiry to fulfilment with ownership and accuracy. The role sits on-site in Melbourne with immediate start and long-term growth opportunities.

Qualifications

• Experience in order processing, account management or customer service.
• Ability to liaise with production, sales and logistics teams.
• Strong communication and problem-solving skills.
• High attention to detail and accurate order processing.
• Proactive, solutions-focused mindset and timely follow-through.
• Proficient with Microsoft Office and CRM/order management systems.

Responsibilities

• Receive and process wholesale and retail orders from enquiry to confirmation.
• Manage customer accounts and act as primary contact for order status and pricing.
• Communicate requirements to production and update customers on timelines.
• Smoothly coordinate orders between customers, sales and production planning.
• Respond to inquiries by phone, email and online platforms with empathy.
• Maintain accurate customer records and order documentation.
• Support e-commerce operations, including tracking and returns.

Skills

Order processing

Account management

Customer service

Cross-team liaison

CRM systems

Attention to detail

Tools

Microsoft Office

CRM platforms

Job description

CACAO Chocolates and Macarons are producers of premium chocolates and macarons. Since launching in 2003, our goal has been simple — to create beautiful, handcrafted chocolates, macarons and pastries. We source natural ingredients of the highest quality, locally and abroad, and stay deeply respectful of the origin and integrity of where and how those ingredients are produced.

The Opportunity

We're looking for an experienced Customer Service & Order Coordinator to join our Sales & Customer Experience team on a full-time basis.

This role sits at the centre of our order process — you'll be the link between our customers, our production team and our sales function, making sure every order moves smoothly from enquiry through to fulfilment. You'll manage customer accounts, process and track orders, and keep production informed of what's coming so nothing falls through the cracks. It's a role for someone who takes genuine ownership of getting things right, end to end.

The Ideal Candidate

We're after someone who's naturally organised, communicates clearly under pressure, and is comfortable being the person who keeps a process moving across multiple teams. You'll bring:

• Previous experience in order processing, account management, customer service or office administration — ideally in a production, food, hospitality or FMCG environment
• Confidence liaising with different teams (production, sales, logistics) and adjusting how you communicate depending on who you're talking to
• Strong written and verbal communication skills, with the judgement to know when a customer issue needs to be escalated versus resolved on the spot
• High attention to detail — order accuracy matters, and small mistakes here have real downstream consequences
• A proactive, solutions-focused mindset and genuine follow-through — you notice when something's about to go wrong and act before it becomes a problem
• Ability to manage multiple orders, accounts and deadlines at once without losing accuracy or losing your cool
• Proficiency in Microsoft Office and CRM or order management systems
• A genuine interest in premium food and in delivering a high-quality customer experience

Key Responsibilities

Receive and process wholesale and retail orders accurately, from initial enquiry through to confirmation

Manage customer accounts, acting as the primary point of contact for order status, product, pricing and availability information

Communicate incoming orders and any special requirements clearly to the production team, and keep customers updated on production timelines and any changes

Facilitate the day-to-day flow of orders between customers, sales and production planning, resolving bottlenecks before they become issues

Respond to customer enquiries via phone, email and online platforms, and resolve issues or complaints with empathy and efficiency

Maintain accurate customer records, communication logs and order documentation

Support e-commerce operations, including order tracking, returns and customer feedback to drive continuous improvement

Competitive remuneration package

Work with a passionate and collaborative team

Opportunities for long-term career growth and development

Immediate start

Please note: only shortlisted candidates will be contacted.