Senior Customer Operations Representative / 2IC

Flooring Xtra; City of Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

On-site parking

Job summary

Flooring Xtra Commercial in Melbourne is seeking a Senior Customer Operations Representative / 2IC to support our busy commercial projects. You will move between urgent construction requests and warranty cases, ensuring fast responses and accurate records.

This role suits someone with flooring industry experience, construction scheduling, or warranty management who can work independently, prioritise competing tasks, and take ownership to resolve issues promptly. On-site parking is provided.

Qualifications

• Experience in flooring industry, construction scheduling, or warranty and maintenance.
• Ability to work independently and manage competing priorities.
• Strong attention to detail and accurate documentation.

Responsibilities

• Respond to site-based queries from builders, supervisors and installers.
• Manage warranty and maintenance cases and coordinate inspections.
• Own end-to-end job/workflow with high accuracy across streams.
• Process invoicing, supplier claims and purchase orders.
• Flag priorities, delays and risks and escalate as needed.
• Support new team members with processes and systems.
• Collaborate with Account Managers and BDMs to keep jobs moving.

Skills

Customer service

Attention to detail

Stakeholder communication

Problem solving

Independent work

Job description

Senior Customer Operations Representative / 2IC

Monday to Friday

On-site parking

We are looking for an experienced flooring professional to join our Commercial team as a Senior Customer Service Representative / 2IC.

This role suits someone with experience in the flooring industry, construction scheduling, or warranty and maintenance, and who can work independently, confidently manage competing priorities, and take ownership when something needs to be resolved.

Who you'll be working with

Flooring Xtra Commercial supplies and installs flooring for volume residential builders, our commercial customers. On any given day, you'll be working with two different groups:

On the construction side: builders, site supervisors and installers who need fast answers to keep a job on track — scheduling, product availability, site issues which often against fixed deadlines like PCI or handover.

On the warranty and maintenance side: the homeowners now living in those properties, who need help getting a flooring issue inspected and resolved, whether by the installer, an independent inspector, or the manufacturer. We manage these cases on behalf of the builder, so the homeowner gets looked after and the builder stays across it.

What you’ll be doing

No two days look the same. You'll be moving between urgent, same-day construction requests and warranty/maintenance cases that run over days or weeks, so a big part of the role is knowing what needs to happen right now versus what needs to keep progressing in the background.

Day to day, this includes:

• Responding to site-based queries from builders, supervisors and installers, and turning these around fast where deadlines like PCI or handover are at stake
• Managing warranty and maintenance cases for homeowners; arranging inspections, following up with installers/inspectors/manufacturers, and chasing outcomes until resolved
• Managing jobs and workflow end to end with a high level of accuracy across both streams
• Processing invoicing, supplier claims, credits, recharges and purchase orders
• Identifying discrepancies in pricing, meterage or documentation before they escal
• Keeping job records, notes and case documentation accurate and current
• Supporting Account Managers and BDMs to keep active jobs moving
• Flagging priorities, delays and risks, and escalating where needed
• Supporting new team members with processes and systems
• Contributing ideas to improve how the team works

What we’re looking for

Someone with experience in the flooring industry, construction scheduling, or warranty and maintenance.

Just as importantly, we’re looking for someone who:

• Is self-sufficient and comfortable getting on with the job without needing to be continually directed
• Is assertive and confident dealing with different stakeholders
• Is proactive and follows things up rather than waiting to be chased
• Is resilient and remains professional when the pressure is on
• Can adapt their communication style to different people and situations
• Takes ownership and sees an issue through to the end
• Has excellent attention to detail and understands the importance of accurate systems and documentation
• Can assess competing priorities and work methodically in a busy environment
• Is calm, practical and solutions focused
• Picks up new systems and software quickly and adapts well to process/system changes

The opportunity

This is an opportunity to take on a senior position within Flooring Xtra Commercial and play an important role in keeping our customer service operation moving.

You’ll join a team that works closely with customers, builders, installers, and internal stakeholders every day, where initiative, accountability, and follow-through genuinely matter.

If you have strong flooring industry experience and you’re ready to take ownership in a busy commercial environment, we’d love to hear from you.

About us

Vision
To be Australia's best flooring brand

Purpose
To provide our customers with a fabulous flooring experience

Values

Excellence - Being reliable, pro-active & professional

Show You Care - Treat others with respect and dignity. Friendly & enthusiastic involvement

Collaboration - Work as a team, be open to other ideas

Innovation - Thinking outside the square for solutions and strategies. Listening to new ideas. Be flexible and open to change

Customer Centricity - Providing a positive customer experience. Puts the needs and requirements of a customer ahead of anything and everything else

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