Customer Service Representative

Pelican Products; Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Make an impact

Collaborate with cross-functional team

Career development and training

Wellbeing program and support

Job summary

Pelican Products is seeking a proactive Sales Support Specialist in Melbourne to assist customers from quotation through order delivery. You will liaise with Sales, Design and Technical teams, handle inquiries, process quotations and orders, and maintain accurate records across SAP and portals.

The role emphasizes strong communication, organization and teamwork to ensure a smooth, positive customer experience. Full working rights in Australia are required.

Qualifications

• 2–3 years experience in customer service, internal sales, administration or a similar support role.
• Customer-focused, team-oriented approach with strong verbal and written communication skills.
• Excellent organisational skills, attention to detail and ability to manage competing priorities.
• Confident communicating with customers and collaborating with internal teams at all levels.
• Strong numerical skills and ability to follow processes while identifying improvement opportunities.
• Experience with ERP, CRM or business systems is desirable but not essential.
• Proactive attitude and ability to meet deadlines while managing multiple tasks.

Responsibilities

• Be the connection between customers, products and people.
• Support customer enquiries by phone and email with timely, helpful responses.
• Keep customers informed of quotations, orders, production progress and delivery schedules.
• Assist Sales with quotations, order processing, pricing approvals and admin tasks.
• Maintain accurate customer and order records in SAP, portals and systems.
• Coordinate with internal teams to resolve customer enquiries and provide documentation.
• Record and follow up on complaints and service issues through to resolution.
• Build relationships with customers and internal stakeholders to deliver consistency.

Skills

Customer service

Internal sales

Communication

Organisational skills

Attention to detail

Numerical skills

ERP/CRM experience

Tools

ERP/CRM systems

Job description

Celebrating 50 years of expertise, Pelican is a global leader in the design and manufacture of high-performance protective cases and advanced technical solutions, trusted by Military, Government and Commercial customers worldwide.

Our Technical Solutions business delivers tailored solutions to meet complex customer requirements. We’re looking for a proactive, customer-focused Sales Support Specialist to join our team and help deliver an exceptional customer experience from quotation through to order delivery.

Join a Global Leader

Celebrating 50 years of expertise, Pelican is a global leader in the design and manufacture of high-performance protective cases and advanced technical solutions, trusted by Military, Government and Commercial customers worldwide.

Our Technical Solutions business delivers tailored solutions to meet complex customer requirements. We’re looking for a proactive, customer-focused Sales Support Specialist to join our team and help deliver an exceptional customer experience from quotation through to order delivery.

What you’ll do

Be the connection between our customers, our products and our people.

Working closely with the Sales and internal teams, you’ll support customer enquiries, coordinate orders and quotations, and keep customers informed to ensure a smooth and positive customer experience.

Key responsibilities include:

• Respond to customer enquiries by phone and email, providing timely and helpful support.

• Keep customers informed of quotations, orders, production progress, delivery schedules and any changes.

• Support the Technical Solutions Sales team with quotations, order processing, pricing approvals and general administration.

• Maintain accurate customer and order records in SAP, customer portals and other systems.

• Liaise with internal teams to coordinate information and resolve customer enquiries.

• Prepare customer documentation, reports and order status updates.

• Assist with customer onboarding and initial enquiries relating to Pelican Connected, referring technical issues to the Technical Team.

• Record and follow up on customer complaints and service issues through to resolution.

• Coordinate customer information and documentation required by Sales, Design and Technical teams.

• Build positive relationships with customers and internal stakeholders to deliver a consistent customer experience.

• Identify opportunities to improve customer service processes and administrative efficiency.

• Support customer service and administrative KPIs and undertake other reasonable duties relevant to the role.

What you’ll bring

• 2–3 years experience in customer service, internal sales, administration or a similar support role.

• A customer-focused, team-oriented approach with strong verbal and written communication skills.

• Excellent organisational skills, attention to detail and the ability to manage competing priorities in a fast-paced environment.

• Confidence communicating with customers and collaborating with internal teams at all levels.

• Strong numerical skills and the ability to follow established processes while identifying opportunities for improvement.

• Experience with ERP, CRM or business systems is desirable but not essential, as full training will be provided.

• A proactive attitude, a willingness to learn and the ability to meet deadlines while managing multiple tasks.

Why join Pelican?

• Make an impact: Play a key role in delivering reliable solutions and an outstanding customer experience.

• Collaborate and grow: Work across Sales, Design, Engineering, Production and Technical teams.

• Develop your expertise: Access comprehensive product training and ongoing career development.

• Wellbeing and support: Access our Employee Assistance Program (EAP) and employee wellbeing initiatives designed to support your health, wellbeing and work-life balance.

• Be part of a global business: Contribute to a team committed to quality, innovation and continuous improvement.

Ready to make a difference?

If you enjoy helping customers, solving problems and keeping things running smoothly, we’d love to hear from you! Join our team and play a key role in delivering a positive customer experience through responsive service, effective communication and teamwork.

Applicants must have full working rights in Australia. Only shortlisted candidates will be contacted.