Operations & Customer Service Lead (Second-in-Command)

Touch Biotechnology; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

Touch Biotechnology is seeking a capable Business Operations & Customer Service Support professional. The role acts as the second-in-charge within the Operations Division, handling inbound inquiries, orders, and communications while ensuring accurate processing and timely delivery.

You will coordinate with Logistics, Production, Sales and Marketing, and maintain strong customer-focused service, building efficient administrative workflows and clear reporting to support business operations.

Qualifications

• Excellent verbal and written communication skills.
• Experience in administration, logistics or operations support.
• Highly organised and detail-oriented.
• Proficient in Microsoft Office 365.
• Professional phone manner and stakeholder management skills.

Responsibilities

• Handle inbound customer enquiries, orders, and communications across phone, email, and digital channels.
• Process customer orders accurately with correct pricing, promotions, and stock availability.
• Coordinate with Logistics and Production to meet delivery timelines and service commitments.
• Address customer concerns, complaints, and credit note requests per policy.
• Provide product information, order updates, and general support with a customer-first approach.
• Maintain timely communication with Sales and Marketing regarding customer needs and opportunities.
• Follow up on orders, deliveries and service requests.
• Prepare customer correspondence, invoices, and internal reports.
• Manage admin tasks, filing, data entry, and compliance tracking.
• Coordinate meetings and office activities; order office supplies.

Skills

Customer service

Administration

Logistics coordination

MS Office 365

Stakeholder management

Multi-tasking

Attention to detail

Tools

CRM (unspecified)

Job description

Touch Biotechnology is seeking a capable Business Operations & Customer Service Support professional. The role acts as the second-in-charge within the Operations Division, handling inbound inquiries, orders, and communications while ensuring accurate processing and timely delivery.

You will coordinate with Logistics, Production, Sales and Marketing, and maintain strong customer-focused service, building efficient administrative workflows and clear reporting to support business operations.