Order Management & Customer Experience Coordinator

Hyne Timber; City of Brisbane; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Career Development

Wellbeing programs

Above award wages

Dollar matching to support fundraising

Job summary

Hyne Timber is seeking a Customer Experience Coordinator to own the end-to-end order fulfilment process from receipt through to delivery at our Port of Brisbane site. You will be the central contact between customers and internal teams, balancing stock, production, warehousing and logistics to keep orders moving and customers informed.

Based at Port of Brisbane until April 2027, then relocating to our new office alongside Head Office in Murarrie, you will collaborate with Sales, Production,

Qualifications

• Experience in customer service and end-to-end order management.
• Strong communication and stakeholder management skills.
• Excellent organisation and attention to detail with competing priorities.
• Proven problem-solving abilities and ability to perform under pressure.
• Understanding of inventory, stock availability and allocation processes.
• Proficiency with ERP, CRM and Microsoft Office systems.

Responsibilities

• Manage customer orders from receipt to fulfilment and delivery.
• Act as main contact for customers and internal teams on order queries.
• Assess stock availability and coordinate allocation.
• Collaborate with Sales, Production, Warehousing and Freight to prioritise orders.
• Proactively update customers on status, schedules and changes.
• Identify and resolve order issues quickly, escalate as needed.
• Balance customer needs with operations while maintaining service levels.
• Maintain accurate order and customer data across systems.
• Identify process improvements to enhance the customer experience.
• Demonstrate service-focused approach in all activities.
• Support safety-first culture in daily operations.

Skills

Customer service

Order management

Communication

Stakeholder management

Organisation

Problem solving

Inventory awareness

ERP systems

CRM systems

Microsoft Office

Tools

ERP systems

CRM systems

Microsoft Office

Job description

We're looking for a Customer Experience Coordinator to join our team and play a key role in ensuring our customers receive a seamless experience from order through to delivery. As the central point of coordination between customers and our internal teams, you'll manage the end-to-end order fulfilment process, ensuring orders are accurately processed, planned and delivered safely, accurately and on time. Working closely with Sales, Production, Warehousing and Freight, you'll balance customer requirements, stock availability and operational priorities to keep orders moving and customers informed. This is a hands-on, fast-paced role where your ability to communicate, problem solve, prioritise and build strong relationships will make a real difference to our customers and our business. The role will be based at our Port of Brisbane site until April 2027, before relocating to our new combined office alongside Head Office in Murarrie.

Key Responsibilities

• Manage customer orders from receipt and entry through to fulfilment and delivery.
• Act as a trusted point of contact for customers and internal teams on all order-related enquiries.
• Assess stock availability and coordinate stock allocation to support customer and business requirements.
• Work closely with Sales, Production, Warehousing and Freight to prioritise and coordinate orders.
• Proactively communicate with customers regarding order status, stock availability, delivery schedules and changes.
• Identify and resolve customer and order issues quickly, escalating complex matters when required.
• Balance competing customer and operational priorities while maintaining a high level of customer service.
• Maintain accurate order and customer information across relevant systems.
• Identify opportunities to improve processes and deliver a more efficient customer experience.
• Demonstrate a genuine 'be of service' approach in everything you do.
• Contribute to a workplace where everyone goes home in the same condition they came to work - safety before production.

About You

You're an organised, customer-focused professional who enjoys coordinating moving parts, solving problems and working with people across a business.

You'll Bring

• Experience in customer service, order management, customer operations, logistics or supply chain.
• Proven experience managing customer orders from receipt through to delivery.
• Strong communication and stakeholder management skills, with the ability to build trusted relationships.
• Excellent organisation and attention to detail, with the ability to manage competing priorities.
• Strong problem-solving and decision-making skills, particularly when working under pressure.
• An understanding of inventory, stock availability and allocation principles.
• Proficiency with ERP, CRM and Microsoft Office systems.
• A genuine commitment to safety, teamwork and delivering an exceptional customer experience.

Desirable Experience

Experience in any of the following will be highly regarded:

• Manufacturing, timber, building products or construction materials.
• Inventory planning, warehousing or freight coordination.
• SAP or similar ERP systems.
• Sales order processing or customer account management.

About Us

Hyne Group is a collective of industry-leading businesses operating across Australia and New Zealand, with a history spanning over 140 years. From its beginnings as a sawmill on the Mary River, Hyne Group has grown into a pioneer of sustainable timber product manufacturing. The Hyne Group is supported by its partnership with global timber processors, James Jones & Sons, bringing together a combined 320 years of family-owned sawmilling heritage. The Group, which includes Hyne Timber, XLam, Rocky Point, and Hyne Pallets, serves key sectors such as construction, garden care, horticulture and logistics. Through innovative processes and sustainable practices, the Hyne Group transforms each log into high-quality products that meet the diverse needs of our customers. This holistic approach reflects a dedication to environmental stewardship and industry-leading innovation, ensuring that every centimetre of each log turns into an opportunity for excellence.

Why Hyne Timber?

As a Hyne Timber Team Member you will enjoy benefits such as:

• Career Development
• Rewarding work
• People-focused Leadership
• Wellbeing programs - employee assistance program to support you and your immediate family with counselling and support as needed.
• Above award wages.
• Dollar matching to support your fundraising