Senior Customer Service Coordinator

Beaumonts; Cumberland; On-site; AUD 90,000 - 120,000; Full time

Job summary

Beaumonts in Pemulwuy, NSW, seeks a Senior Customer Service Coordinator to support the Residential Sales team and the State Office. You will manage your own portfolio, guide colleagues, and escalate complex inquiries to ensure timely, high-quality customer outcomes.

You will contribute to SOPs, process improvements, and cross-functional collaboration with procurement, warehousing, and sales teams. A proactive, organised, and customer-focused mindset is essential in a fast-paced environment.

Qualifications

• Proven experience in customer service, preferably within the building industry or building products industry.
• Strong organisational skills with the ability to manage multiple priorities and support others in doing the same.
• Demonstrated leadership qualities with experience guiding or supporting team members.
• Excellent communication and interpersonal skills, with confidence in handling escalations and building relationships.
• High-level problem-solving skills and initiative in a dynamic team environment.

Responsibilities

• Work collaboratively with the Team Leader and State Sales Manager to support the efficient day-to-day operation of the customer service function.
• Provide guidance, knowledge sharing, and practical support to team members, assisting with complex enquiries, onboarding, and ongoing development.
• Contribute to balancing team priorities by assisting with workload coordination and supporting colleagues during peak periods.
• Act as a key escalation point for complex customer enquiries, working alongside the team to achieve timely and positive outcomes.
• Maintain a high standard of customer service through effective order management, issue resolution, and accurate data management while managing your own portfolio of work.
• Contribute to the development and maintenance of Standard Operating Procedures (SOPs), process improvements, and reporting activities.
• Build and maintain strong working relationships with builders, suppliers, and internal stakeholders including procurement, warehousing, logistics, and sales teams.
• Support a consistent national approach to customer service processes and workload management across all locations.
• Lead by example through strong performance, attention to detail, and a proactive approach to supporting team and business objectives.
• Actively contribute to team productivity by managing a significant volume of customer service activities while providing support and guidance to colleagues as required.

Skills

Leadership

Customer service

Organisation

Communication

Problem-solving

Microsoft Excel

DAX exposure

Tools

Microsoft Excel

DAX exposure

Job description

We are seeking a motivated and experienced Senior Customer Service Coordinator to join our Residential Sales team, based in our State office in Pemulwuy.

As a Senior Customer ServiceCoordinator, you will play a key role in supporting the Team Leader and contributing to the effective operation of the National Customer Service function within your state. Working as part of the team, you will manage your own customer service portfolio while providing guidance, knowledge sharing, and day-to-day support to colleagues to help ensure a consistent and high-quality customer experience.

With a focus on collaboration, process improvement, and service excellence, you will assist in optimising workflows, supporting team capability, and helping the broader team achieve its objectives. This is a hands-on role where you will contribute directly to customer service activities while acting as a trusted and experienced team member.

Our ideal candidate is highly organised, proactive, and passionate about delivering exceptional customer service. If you thrive in a fast-paced environment, enjoy solving problems, and take pride in supporting both customers and colleagues, we'd love to hear from you.

KEY RESPONSIBILITIES OF THE ROLE...

• Work collaboratively with the Team Leader and State Sales Manager to support the efficient day-to-day operation of the customer service function.
• Provide guidance, knowledge sharing, and practical support to team members, assisting with complex enquiries, onboarding, and ongoing development.
• Contribute to balancing team priorities by assisting with workload coordination and supporting colleagues during peak periods.
• Act as a key escalation point for complex customer enquiries, working alongside the team to achieve timely and positive outcomes.
• Maintain a high standard of customer service through effective order management, issue resolution, and accurate data management while managing your own portfolio of work.
• Contribute to the development and maintenance of Standard Operating Procedures (SOPs), process improvements, and reporting activities.
• Build and maintain strong working relationships with builders, suppliers, and internal stakeholders including procurement, warehousing, logistics, and sales teams.
• Support a consistent national approach to customer service processes and workload management across all locations.
• Lead by example through strong performance, attention to detail, and a proactive approach to supporting team and business objectives.
• Actively contribute to team productivity by managing a significant volume of customer service activities while providing support and guidance to colleagues as required.

REQUIREMENTS OF THE ROLE...

• Proven experience in customer service, preferably within the building industry or building products industry.
• Strong organisational skills with the ability to manage multiple priorities and support others in doing the same.
• Demonstrated leadership qualities with experience guiding or supporting team members.
• Excellent communication and interpersonal skills, with confidence in handling escalations and building relationships.
• High-level problem-solving skills and initiative in a dynamic team environment.
• Proficiency in Microsoft Excel and other Microsoft Suite products; exposure to systems such as DAX is highly regarded.
• Enthusiastic, proactive, and committed to delivering exceptional customer outcomes.