Customer Service Officer

Based in Melbourne's northern suburbs, Cold Concepts is a recognised leader in commercial refrigeration and air conditioning. For more than 25 years, we've specialised in the supply, installation, and maintenance of refrigeration systems, air-conditioning units, and commercial freezers. We are a locally owned business and deliver end-to-end solutions, from design and costing through to engineering, delivery, and installation and maintenance. We have a strong reputation for quality and reliability and our proven track record and long-standing industry expertise make us a trusted partner for businesses across Australia.

Due to ongoing growth, we are seeking a Customer Service Officer/Administrator to join our close-knit team. The successful candidate will be joining a dedicated team, committed to delivering a quality product and service.

• Career Progression – being a new role there is opportunity for continued growth and developmentacross the position and to learn more about the business.
• The Care Factor – approachable and transparent management who provide clear communication. We appreciate and promote wellbeing in the workplace.
• Culture – positive and inclusive culture within a friendly team who care about professionalism and the customer experience.

In this role, you will be the first point of contact for our clients, managing service calls, coordinating spare parts orders, and supporting administration for internal sales. Reporting to the Managing Director and Service Manager key responsibilities of the role will include:

• Answer customer calls and emails, providing excellent customer service.
• Creating and scheduling service jobs.
• Prepare and process quotes, purchase orders, and warranty claims.
• Coordinate with suppliers, warehouse, and service technicians.
• Provide proactive internal sales support, keeping clients informed on products, services and specials.
• Maintain accurate customer records in company systems (e.g. SimPRO).
• Liaise with clients as required to resolve issues.
• Assist with general backup administration to support the smooth running of the business.
• In addition to local client support, this role involves regular interaction with international suppliers, particularly European manufacturers. You'll gain valuable exposure to global trade, import/export processes, and the dynamics of working in a truly multinational environment.

This is a full-time onsite position and the role is available to start immediately.

Why join us?

• Be part of a supportive team in a busy and respected industry.
• Full-time, secure position in a growing company.
• On-the-job training in refrigeration and parts knowledge.
• Opportunities to grow your career with us.

You will have at least 2-3 years' experience working in a customer service/administration role and enjoying being the first point of contact for specific clients.

We are seeking someone with a can do attitude, have excellent organisational skills, the ability to prioritise workload and work well within a positive team. You will need excellent communication skills and have a strong customer service ethic.

This role will engage with international suppliers and colleagues, including European manufacturing partners, offering exposure to global supply chains and import/export operations. We're looking for someone who enjoys working across different markets and can build strong relationships in a multicultural environment

What we're looking for

• A confident communicator with strong phone and email skills.
• Organised, reliable, and detail oriented.
• Previous experience in administration, customer service, or service coordination preferred, but not essential.
• A positive attitude and willingness to learn – training will be provided.
• Strong computer skills.

If this sounds like you and you are as excited as we are by this new opportunity, then we would love to hear from you

Please submit your resume and a cover letter, outlining "what sets you apart from the rest". Applications will be assessed as they are received and by our HR Partner, Strawberry Seed Consulting, in the first instance.