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Customer Service, Executive Assistant & Operations Support
Industry: Office Supplies
Employment Type: Full-Time
Work Arrangement: Remote / Work from Home
Working Hours: Australian business hours
Reports To: Managing Director
About the Role - 5 Yr AU Experience essential
We are seeking a highly organised and proactive Customer Service, Executive Assistant & Operations Support professional to support the daily operations of our Australian office supplies business.
This is a hands-on, multi-functional role covering customer service, order processing, executive assistance, supplier coordination, accounts administration and general operational support. The successful candidate must be comfortable managing multiple priorities, communicating with Australian customers and taking ownership of tasks from start to completion.
Key Responsibilities
Customer Service and Order Management
Respond to customer enquiries by phone, email, website and other communication channels.
Prepare quotations and follow up with customers to convert opportunities into orders.
Process sales orders accurately and confirm pricing, stock availability and delivery details.
Provide customers with order updates, invoices, tracking information and delivery timeframes.
Maintain professional relationships with business customers, resellers and wholesale clients.
Follow up existing customers for repeat orders and identify additional sales opportunities.
Maintain accurate customer records, pricing agreements and communication notes.
Executive Assistant Support
Manage the Managing Director's calendar, appointments, meetings and reminders.
Monitor and organise emails, prioritising urgent customer and operational matters.
Prepare reports, correspondence, meeting notes and follow-up action lists.
Coordinate communication between management, employees, customers and suppliers.
Follow up outstanding tasks and ensure agreed deadlines are met.
Assist with document preparation, filing and general administration.
Handle confidential business and customer information professionally.
Operations and Logistics Support
Coordinate customer orders with warehouses, suppliers, transport companies and couriers.
Book deliveries and monitor shipments through to successful completion.
Follow up delayed, missed or incomplete deliveries.
Confirm proof of delivery and resolve freight-related issues.
Monitor inventory levels and assist with stock replenishment.
Prepare purchase orders and communicate requirements to suppliers.
Maintain order, inventory, freight and supplier tracking spreadsheets.
Support product listings, pricing updates and basic website administration.
Assist with improving workflows, checklists and standard operating procedures.
Accounts Administration
Create and issue customer invoices and credit notes.
Assist with accounts receivable and follow up overdue customer payments.
Enter supplier bills and assist with accounts payable administration.
Reconcile customer payments and maintain accurate transaction records.
Assist with bank reconciliations and general bookkeeping support.
Maintain supporting documents for purchases, freight charges and expenses.
Use CRM to keep customer, supplier and financial records current.
Escalate account discrepancies or overdue debts to management.
Sales and Business Support
Prepare customer quotations, product information and pricing schedules.
Follow up warm leads, previous enquiries and inactive customer accounts.
Support outbound email and telephone campaigns.
Maintain the CRM and record all customer activity and follow-up dates.
Assist with product promotions, email campaigns and customer database updates.
Conduct basic research on prospective customers and market opportunities.
Skills and Experience
Minimum three years' experience in customer service, executive assistance, administration or operations support.
Experience working with an Australian business or Australian customers is strongly preferred.
Experience in office supplies, wholesale, distribution, e-commerce or logistics is an advantage.
Strong telephone manner and professional written English.
Experience preparing quotations, processing orders and managing customer enquiries.
Working knowledge of invoicing, accounts receivable and accounts payable.
Experience coordinating couriers, freight companies, warehouses or third-party logistics providers.
Strong Microsoft Excel or Google Sheets skills.
Experience using CRM, inventory management or e-commerce platforms is desirable.
Excellent organisation, attention to detail and time-management skills.
Ability to manage competing priorities without constant supervision.
Personal Attributes
Proactive and willing to take ownership.
Customer-focused and solutions-oriented.
Reliable, responsive and accountable.
Commercially aware and comfortable supporting sales activity.
Calm and professional when handling complaints or delivery problems.
Able to identify problems early and recommend practical solutions.
Comfortable working in a fast-paced small-business environment.
Willing to perform a broad range of responsibilities as business needs change.
Key Performance Indicators
Performance will be measured against:
Speed and quality of customer responses.
Accuracy of quotations, orders and invoices.
Successful and timely completion of deliveries.
Reduction in unresolved customer and freight issues.
Timely follow-up of enquiries, quotations and overdue accounts.
Accuracy of Systems, CRM and operational records.
Repeat-order and quotation-conversion activity.
Completion of executive and operational tasks by agreed deadlines.
Required Technology
The successful candidate must have:
A reliable computer or laptop.
Stable high-speed internet.
A professional and quiet home-working environment.
A quality headset suitable for customer calls.
Reliable backup arrangements for internet or power interruptions.
How to Apply
Please submit your résumé together with a short cover letter outlining your experience in customer service, executive assistance, order processing, and logistics coordination. Candidates should also provide examples of supporting an Australian business or working directly with Australian customers.
