Customer Service, Warehouse & Admin Coordinator

Role Purpose and Position Summary:

The Customer Service, Administration and Warehouse Coordinator is the primary point of contact for customers across Australia and New Zealand, managing enquiries, processing orders, and maintaining strong relationships.

The role supports administrative functions and coordinates warehouse activities, including inventory and logistics, to ensure efficient order fulfilment.

This position contributes to sales growth while delivering a consistent, high-quality customer experience across the ANZ region.

Principal Accountabilities and Key Activities:

Customer Support & Relationship Management

• Provide first-line support for customer enquiries related to products, pricing, and services
• Build and maintain strong, long-term customer relationships
• Understand customer needs and proactively offer suitable solutions
• Manage Customer Service in NZ

Order Management

• Process customer orders accurately and efficiently in Fact i2
• Track and monitor orders to ensure on-time delivery
• Communicate order status, delays, or issues proactively to customers

Issue Resolution

• Handle customer complaints in a timely and professional manner
• Coordinate with internal teams (Sales, Supply Chain, Finance) to resolve issues.
• Liaise with Sales representative providing them with delivery information, pricing discrepancies and customer issues that need to be resolved.      

Sales Support & Growth

• Identify opportunities for up-selling and cross-selling products.
• Promote selling Dormant or Slow moving Stock.
• Support sales teams by generating leads through customer interactions
• Assist customers in selecting the right products (e.g. thread applications)

Warehouse Management

• Oversee day-to-day warehouse operations in coordination with warehouse staff in Australia and NZ
• Maintain warehouse compliance with safety, quality, and operational standards
• Identify and implement improvements to warehouse processes and efficiency
• Daily collaboration on workload and resolving any issues that arise.
• Ensuring Warehouse and Stock is maintained according to company policy.
• Warehouse procedures and OH&S policies are implemented and adhere to at all times.
• Distribution of goods is efficiently and accurately handled in a timely manner.
• Manage annual stocktake process.

Admin

• Help and support to open the PO to the Coats Internal and some key suppliers.
• Manage day to day operational support for any amenities and stationary supplies. 

Education, Qualifications and Experience: