Customer Service & Order Support Coordinator – Custom Transfers

Velflex Imports; City of Brisbane; On-site; AUD 55,000 - 65,000; Full time

Benefits offered by this job

Full training in custom heat transfers

Supportive team

Growth opportunities

Brendale on-site parking

Barista-grade coffee machine

Team events and celebrations

Branded shirts and uniforms

Emphasis on attitude and teamwork

Job summary

Velflex is seeking a Customer Service & Order Support Coordinator – Custom Transfers to join the Brendale team. This is an inbound role handling orders, quotes and product questions to ensure smooth production from enquiry through to completion.

You’ll support customers in selecting the right transfer products, maintain orders in NetSuite and coordinate with Pre-press and Production teams. Training will be provided.

Qualifications

• Experience in customer service, administration, retail, sales support or order processing would be helpful.
• Experience in print, apparel or garment decoration is a bonus, but certainly not essential.

Responsibilities

• Process customer orders received by email and phone.
• Prepare quotes for custom transfer jobs.
• Answer customer enquiries by phone and email.
• Help customers choose the right transfer product, including UltraColour MAX, UltraColour PRO and ScreenPrint PRO.
• Call customers when needed to clarify order details, artwork or product requirements.
• Enter and update orders and customer information accurately in NetSuite.
• Check supplied artwork at a basic level using Adobe Illustrator to identify obvious issues before production.
• Work closely with Pre-press and Production teams to keep orders moving.
• Help customers understand artwork and ordering requirements.
• Follow up with customers to make sure they’ve had a great experience.

Skills

Customer service

Data entry

Communication

Administration

Phone support

Tools

NetSuite

Adobe Illustrator

Job description

Customer Service & Order Support Coordinator – Custom Transfers

Join Velflex as a Customer Service & Order Support Coordinator – Custom Transfers

Velflex is Australia’s heat transfer leader.

For 20 years, we’ve helped apparel decorators, brands, schools, sports teams and businesses across Australia bring garments to life with custom heat transfers, heat presses, vinyl, DTF equipment, consumables and expert education.

We’re growing, and we’re looking for a Customer Service & Order Support Coordinator – Custom Transfers to join our Brendale team.

This is an inbound customer service and order processing role. You’ll help customers place custom transfer orders, prepare quotes, answer product questions and make sure jobs move accurately and efficiently from enquiry through to production.

You won’t be cold-calling or chasing sales targets. Our customers are already coming to us — your job is to give them a great experience, help them choose the right solution and get their order moving.

What you’ll be doing

Your day-to-day responsibilities will include:

• Processing customer orders received by email and phone
• Preparing quotes for custom transfer jobs
• Answering customer enquiries by phone and email
• Helping customers choose the right transfer product, including UltraColour MAX, UltraColour PRO and ScreenPrint PRO
• Calling customers when needed to clarify order details, artwork or product requirements
• Entering and updating orders and customer information accurately in NetSuite
• Checking supplied artwork at a basic level using Adobe Illustrator to identify obvious issues before production
• Working closely with our Pre-press and Production teams to keep orders moving
• Helping customers understand artwork and ordering requirements
• Following up with customers to make sure they’ve had a great experience

What we’re looking for

You don’t need heat transfer experience — we can teach you that.

What matters most is that you have a strong customer service foundation, communicate well and take pride in getting the details right.

You’ll be a strong fit if you are:

• Friendly, positive and easy to deal with
• Confident communicating by both phone and email
• Comfortable picking up the phone when it’s the fastest way to help a customer
• Organised and accurate with data entry
• Calm under pressure when deadlines are tight
• Able to juggle multiple orders and enquiries without losing attention to detail
• Comfortable learning new systems and technical product information
• Resilient and able to stay level-headed when things get busy
• A team player who works well with Sales, Pre-press and Production
• Looking for an opportunity to grow with a business long term

Experience in customer service, administration, retail, sales support or order processing would be helpful.

Experience in print, apparel or garment decoration is a bonus, but certainly not essential.

Why work at Velflex?

Velflex is a family-owned and operated Australian business with a strong team culture, a growing national customer base and 20 years of industry experience.

You’ll enjoy:

• Full training in custom heat transfers and garment decoration
• A supportive, close-knit team
• Genuine opportunity to grow as the business develops
• Brendale location with on-site parking
• Barista-grade coffee machine
• Regular team social events, BBQs and celebrations
• Branded shirts and uniforms
• A workplace that values attitude, initiative and teamwork

At Velflex, our core values are Respect, Resilience, Trust, Honesty and Pride.

Hours and location

This is a full-time role based primarily at our Brendale office.

Standard hours are Monday to Friday, approximately 8:30am–4:30pm, with some flexibility around start and finish times.

The role is primarily office-based, particularly during training. Once you are established and fully confident in the role, there may be opportunity for some hybrid working flexibility.

Salary

$55,000–$65,000 + super, depending on experience.

We’re open to junior through to mid-level applicants. If you have the right attitude, customer service skills and willingness to learn, we’d like to hear from you.

Applicants must have Australian working rights.