Customer Support Coordinator

Country Fire Authority; City of Melbourne; Hybrid; AUD 87,000 - 107,000; Full time

Benefits offered by this job

Hybrid work options

Health Ready programs

Employee discounts

Wellbeing support

Job summary

The Country Fire Authority (CFA) is seeking a Customer Support Coordinator within its Supply Chain and Logistics team at Scoresby, Victoria. You will manage enquiries, orders and processes across CFA's Digital Store and State Logistics Centre, triaging requests and resolving issues quickly while maintaining accurate records and strong stakeholder relationships.

You will champion the digitisation of ordering processes to support CFA volunteers and employees, coordinating stocktakes, returns and

Qualifications

• High level customer service knowledge and experience in a large/complex organisation.
• Strong problem solving abilities and clear communication across channels.
• Ability to work autonomously and as part of a team.
• Excellent administrative capabilities including record management.
• Professional written and verbal communication across email, phone and in person.
• Well-developed organisational skills and ability to prioritise to meet service demands.
• Experience with SAP inventory management systems.

Responsibilities

• Deliver timely, high-quality customer service to CFA volunteers and employees.
• Manage enquiries, orders and processes across CFA's Digital Store platform and State Logistics Centre shopfront.
• Coordinate the end-to-end ordering process and support stocktakes and returns.
• Maintain accurate records and prepare service communications and documentation.
• Communicate with CFA departments, districts, brigades and volunteers to keep stakeholders informed.

Skills

Customer service

Problem solving

Autonomy and teamwork

Administrative skills

Communication

Organizational skills

Tools

SAP

Microsoft Office

Job description

• Location Scoresby State Logistics Centre
• Full-Time Fixed Term to 10/10/2027
• PTA 4 $96,887 pa plus 12% superannuation 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.

Applications close: 11:59pm 30/09/2026

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 [email protected]

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 [email protected]