Customer Service Representative

Promo Brands Pty Ltd; Melbourne; On-site; AUD 50,000 - 65,000; Full time

Job summary

Promo Brands Pty Ltd, a Melbourne-based supplier of promotional products, is seeking a proactive customer service professional to manage inquiries from enquiry through delivery. You will coordinate with art, production and dispatch teams, ensuring clear updates for clients and smooth order progression.

This full-time, office-based role at our Noble Park North site suits someone early in their career who wants hands-on learning in the promotional products industry and growth with the business.

Qualifications

• Previous customer service experience, ideally in a B2B, print, trade or office environment.

Responsibilities

• Answer phone calls and emails promptly, professionally and with a positive manner.
• Take ownership of your clients and their jobs from quote through to dispatch.
• Prepare quotes, process orders and keep order details accurate in our systems.
• Coordinate artwork proofs and approvals between clients and our art team.
• Liaise with production and dispatch to track jobs and meet promised delivery dates.
• Follow up on quotes, outstanding approvals and open orders without being chased.
• Resolve issues calmly and find solutions that work for the client and the business.
• Keep clear, organised notes on every client and job.

Skills

Customer service

Tools

Order systems

AI tools for drafting

Job description

Promo Brands is a Melbourne-based supplier of promotional products, printing and branded merchandise. We decorate and manufacture in-house for businesses across Australia, from branded tech and apparel to custom merch kits and large-volume indent orders.

We’re growing quickly and expect to double in size over the next five years. Our customer service team is at the centre of that, and we’re looking for someone who takes pride in looking after clients properly.

About the Role

You’ll be the main point of contact for our clients from enquiry through to delivery. You’ll handle phone calls and emails, keep jobs moving between our clients and our art, production and dispatch teams, and make sure every customer knows exactly where their order stands.

This is a full-time, office-based role at our Noble Park North site, working alongside the team and close to the products and production floor. It suits someone early in their career who wants to learn the promotional products industry from the ground up and grow with the business.

What You’ll Do

Answer phone calls and emails promptly, professionally and with a positive manner

Take ownership of your clients and their jobs from quote through to dispatch

Prepare quotes, process orders and keep order details accurate in our systems

Coordinate artwork proofs and approvals between clients and our art team

Liaise with production and dispatch to track jobs and meet promised delivery dates

Follow up on quotes, outstanding approvals and open orders without being chased

Resolve issues calmly and find solutions that work for the client and the business

Keep clear, organised notes on every client and job

About You

Previous customer service experience, ideally in a B2B, print, trade or office environment

Clear, confident phone manner and well-written emails

Calm and professional under pressure, never short or condescending with clients

Highly organised, with strong time management and the ability to juggle multiple jobs and deadlines

Strong attention to detail, particularly with quantities, colours, dates and pricing

Comfortable with computers, email and order systems

Competent with AI tools for research and drafting, while relying on your own judgement and care in your work

Genuine interest in helping people and taking pride in getting things right

Promotional products or print industry experience is a plus, but not required

Why Work With Us

Supportive team and hands-on training in the promotional products industry

Variety every day, working with a huge range of products and brands

Real responsibility and room to grow as the business expands

Office-based role alongside our in-house production team