Customer Support Coordinator

Country Fire Authority (CFA); City of Melbourne; Hybrid; AUD 65,000 - 78,000; Full time

Benefits offered by this job

Hybrid work options

Meaningful purpose

Wellbeing focus

Job summary

Country Fire Authority (CFA) in Melbourne, VIC, is seeking a Customer Support Coordinator to deliver responsive service across CFA's Digital Store and State Logistics Centre shopfront. You will manage enquiries, orders and related processes from request to resolution, coordinating with divisions, brigades and volunteers.

You will champion digitisation of ordering and maintain accurate records, returns and financial transactions, while delivering timely, reliable purchasing support to CFA members

Job description

Country Fire Authority (CFA) – Melbourne VIC

CFA is an emergency service that places the community at the centre of everything we do. We work to protect lives and property across Victoria, every hour of the day.

Our organisation is made up of employees working alongside more than 51,000 volunteers. We value the different skills, experience and viewpoints that people bring, because they strengthen how we operate and support the services Victorians rely on.

We aim to be a workplace where people feel supported to do meaningful work, develop professionally and contribute to outcomes that matter to the people and places we serve.

To learn more about who we are and the work we do, visit our About Us page.

About the Role

Join CFA’s Supply Chain and Logistics team as a Customer Support Coordinator, delivering responsive, high-quality service and support to CFA volunteers and employees.

You will manage enquiries, orders and processes across CFA’s Digital Store platform, State Logistics Centre shopfront and group mailboxes from request to resolution. Working with Logistics teams, CFA departments, Districts, Brigades and volunteers, you will triage requests, resolve issues quickly and keep stakeholders informed.

You will coordinate the support model for proposed end-to-end ordering of all State Logistics Centre items and champion the digitisation of ordering processes to support all CFA members.

You will maintain accurate records and reports, coordinate returns and financial transactions, support stocktakes and prepare service communications and documentation.

You are organised, customer-focused and confident in managing competing priorities in a busy environment. You communicate clearly, solve problems and build strong stakeholder relationships. In this role, you will deliver timely, reliable service while improving purchasing support for CFA volunteers and employees.

About you

• High level of relevant customer service knowledge and experience within a large and/or complex organisation.


• Demonstrated experience in customer service activities including problem solving abilities and communication qualities.


• Ability to use initiative and work autonomously, as well as a member of a team.


• Excellent administrative capabilities, including record management and processing.


• Professional, well-developed written and verbal communication skill via all channels (email, phone and face to face).


• Well-developed organisational skills and demonstrated ability to set priorities to satisfy customer service demands.


• Experienced user in Microsoft Office and inventory management systems (SAP).


• General knowledge and exposure to logistics and order delivery environment.

Why choose CFA

• Meaningful Purpose: Your contribution truly makes a difference


• Work-Life Balance: Paid parental leave, generous leave provisions


• Flexibility: Hybrid work options with flexible work arrangements


• Discounts: Emergency Memberlink discounts on various services


• Wellbeing Focus: Health Ready programs, flu vaccinations


• Member Assistance Program: Access support across 8 service pathways

Pre-employment Checks

Offers of employment will only be made to candidates who are able to successfully complete a Nationally Coordinated Criminal History Check, Working Rights Check and hold a valid Working with Children Check. You will also be required to provide at least two professional references.

What to expect from our recruitment process

CFA is committed to creating and maintaining a diverse, inclusive, and safe volunteer and work environment. Our aim is to have a volunteer and paid workforce that reflects the community it serves. First Nations people, women, people of all ages, with disabilities and culturally and linguistically diverse people are encouraged to apply.

If at any stage of the recruitment and selection process you require an alternative format to the application material or reasonable adjustment to the interview arrangements, please don't hesitate to contact the person listed on the ad or alternatively, email ***********@cfa.vic.gov.au

The Country Fire Authority (CFA) values your privacy. We will use the information you provide when you are applying for employment with us for the purpose of recruitment, selection, evaluation and appointment and to report on anonymised key metrics (e.g. diversity). The information we collect will be handled in accordance with privacy laws, including the Privacy and Data Protection Act 2014.You can view our Privacy Statement here. For access and correction of the information we have collected, contact ***********@cfa.vic.gov.au