Senior Customer Service Coordinator

Beaumont Tiles; Cumberland; Hybrid; AUD 70,000 - 98,000; Full time

Benefits offered by this job

Exclusive employee discounts

Employee Assistance Program (EAP)

Work from home 2 days per week

Job summary

Beaumont Tiles is seeking a motivated Senior Customer Service Coordinator to join the Residential Sales team at our State office in Pemulwuy. You will support the Team Leader and contribute to the effective operation of the National Customer Service function, managing a personal portfolio while guiding colleagues to deliver consistent, high-quality service. This hands-on role emphasizes collaboration, process improvement, and service excellence.

Qualifications

• Proven experience in customer service leadership and support.
• Strong organisational and prioritisation skills.
• Demonstrated leadership qualities guiding or supporting team members.
• Excellent communication and interpersonal skills, confident with escalations.
• High-level problem-solving and initiative in a dynamic team environment.
• Proficiency in Microsoft Excel and Microsoft Suite; exposure to DAX is valued.

Responsibilities

• Collaborate with the Team Leader and State Sales Manager to support daily customer service operations.
• Provide guidance and practical support to team members on complex enquiries and onboarding.
• Balance team priorities and assist with workload coordination during peak periods.
• Act as escalation point for complex customer enquiries to achieve timely outcomes.
• Manage your portfolio of work with accurate data management and SOP adherence.
• Contribute to SOP development, process improvements, and reporting activities.
• Build strong relationships with builders, suppliers, procurement, warehousing, logistics and sales teams.
• Support a national approach to customer service processes across locations.

Skills

Customer service leadership

Team guidance

Communication

Problem solving

Organisational skills

Stakeholder management

Tools

Microsoft Excel

Microsoft Office / Microsoft Suite

DAX

Job description

BEAUMONTS – Delivering exceptional customer experiences that bring dream spaces to life.

• Join the tile industry leader within the Bunnings/Wesfarmers group
• Collaborative national team - join the experts in delivering exceptional outcomes for our customers!
• Attractive salary + Exclusive employee discounts
• Work from home2days perweek!

Beaumont Tiles is Australia’s leading retailer in tiles, hard flooring, and bathroomware, with over 110 stores nationwide. As an innovative market leader, we source the latest trends and products from around the globe to inspire dream spaces for homes and businesses. Our network of company-owned and franchised stores proudly services trade professionals, home builders, renovators, and the commercial sector. Backed by the Wesfarmers/Bunnings Group, we’re committed to growth, quality, and exceptional customer experiences.

At Beaumont Tiles, we believe success starts with people. We foster a culture of belonging, inclusivity, and respect, reflecting the diversity of the communities we serve. We value individuality and encourage our team members to explore their passions, develop their skills, and achieve their full potential in a supportive environment.

WHY JOIN US?

• Be part of a company creating dream spaces for customers
• Attractive remuneration package
• Employee Assistance Program (EAP)
• Ongoing training and development opportunities
• Exclusive employee discounts
• Join the tile industry leader within the Wesfarmers/Bunnings Group
• Dynamic, supportive, and successful teams

THE ROLE...

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.