Operations & Customer Service Coordinator

Our Business

Founded in 2002, Substance is a 100% Australian owned consumer health business based in Collingwood, Victoria. We have been creating premium quality, science backed products for Australian and International consumers for over 20 years. We pride ourselves on creating novel, niche and needed solutions to help people live a life of Substance. 

Our 4 consumer brands -
BioRevive, Hydrodol, MilkyFoot, & Drip

, can be found in leading Pharmacies, Healthcare Practitioners, Grocery, Online, eCommerce & Specialty retailers in Australia and Globally. 

The Substance range of 43 health products operate in the following consumer health categories - Vitamins Minerals Supplements, Oral Rehydration, Ear Care, Eye Care, Mouth Care, Skincare & Sexual Wellness. 

Our Vision & Values

Vision  

To empower people to live lives of Substance. Put simply, we envision a world where the unsolved health problems that plague more and more of us are resolved easily and safely so you can get on with life. Through curiosity and compassion, we strive to connect with the status quo, creating products that truly alleviate health obstacles to elevate every lifestyle.  

Values  

We've invested a lot of time and energy into understanding what our values are, in defining and articulating the things that inspire what we do and how we do it.
Safety

is our #1 priority encompassing physical, environmental, psychological and emotional safety. Alongside and following this, we believe in an
open

and candid workplace which fosters authentic
connections

between people so that each and every member of the team can achieve
excellence

. 

Role Summary

Full-time, on site (no WFH) Reporting to the Operations Manager, the Operations and Customer Service Coordinator is responsible for ensuring smooth day-to-day operations across order fulfillment, customer service, reception, and logistics. This role manages B2B and D2C order processing, inventory coordination with our 3PL partner, and customer service inquiries. The role also supports front-of-house reception duties. As a role within a growing small business, there are significant growth opportunities for a successful candidate.

Key Responsibilities:

Operations

• Process all sales orders via Microsoft Dynamics, prioritising key AU customers (CW, API, Symbion, Sigma, CH2).
• Manage B2B and D2C orders, including processing, picking, packing, and shipping from both the office and 3PL.
• Liaise with 3PL partner (Cross Docks) to ensure timely and accurate fulfillment in line with DIFOT targets.
• Maintain stock levels, ensuring ~1 month buffer in office; communicate issues proactively with internal teams.
• Coordinate with Operations Manager on OOS and NPD arrivals, receiving stock, and fulfilling back orders.
• Lead monthly stock-takes with 3PL, investigating discrepancies and ensuring accurate inventory records.
• Act as first point of contact for fulfillment claims, short supply, and 3PL errors; document issues in weekly scorecard.

Customer Service & Reception

• Answer phones, greet visitors, and provide front-desk support.
• Manage customer queries, order tracking, complaints, and replacement stock via phone, email, and customer service platform.
• Log and maintain complaints and resolutions document to drive continuous improvement in product, packaging, and service of Substance products.
• Manage incoming/outgoing mail and deliveries, including oversight of courier and AusPost accounts.

Qualifications, Skills & Experience

• Enthusiasm for operations with a strong desire to learn and grow within the role.
• Experience in customer service, operations, or logistics is an advantage, but not required.
• Strong organisational skills, attention to detail, and the ability to manage multiple priorities effectively.
• Experience working with ERP software such as Microsoft Dynamics is an advantage
• Proficiency with Microsoft Office, particularly Excel, and ability to quickly learn new systems and tools.
• Excellent verbal and written communication skills, with the ability to collaborate with suppliers, 3PL partners, and internal teams.
• Ability to work collaboratively within a small team
• Problem-solving mindset, with a focus on continuous improvement and operational efficiency.
• Commitment to upholding and reflecting the company's values in professional interactions.