Sales and Customer Service Coordinator

• Title:
  Sales and Customer Service Coordinator
• Location:
  Melbourne, Australia
• Work Model:
  On-site

About Expert360:

Expert360 empowers more than 42,000 (and growing) elite professionals around the world to find great work and be successful. Expert360 was founded in 2013 with a simple but powerful mission - to connect amazing people with great companies to get important work done.

We believe in choice, flexibility and empowerment. We believe if you can change the world of work, you can change the world. Come and join us in defining and bringing to life the future of work

About the company:

Our client is a premium Australian furniture and design house known for timeless, artful collections that blend contemporary form with storied character. We are seeking a dedicated Sales & Customer Service Coordinator to join our growing team and deliver exceptional experiences for both retail and trade clients.

About the role:

This is a pivotal opportunity to be part of a fast-growing design brand, supporting the full customer journey from enquiry to delivery. The role spans customer service, sales support, logistics coordination, and trade account assistance, ensuring each client receives a premium and seamless experience. Based in Melbourne (hybrid work model), this full-time role reports to the Sales & Operations Manager.

Key responsibilities:

As Sales & Customer Service Coordinator, you will play a central role in ensuring a seamless customer and trade experience. This role is critical in ensuring smooth BAU activity whilst the business is in a period of exciting growth.

Customer Service & Sales Support

• Triage shared inbox communications and answer incoming calls.
• Manage customer enquiries in a timely and professional manner, providing additional product information and identifying sales opportunities.
• Prepare customer quotes and follow up proactively.
• Deliver exceptional care in managing shipping delays, order updates, and general customer concerns.
• Oversee returns, exchanges, and claims, ensuring efficient resolution and customer satisfaction.
• Collate and maintain a customer claims register, supporting the Production Manager through the factory claims process.
• Process stock adjustments for returns, exchanges, faulty products, and marketing allocations.
• Send samples to customers and follow up to convert interest into sales.

Order Fulfilment & Logistics

• Coordinate customer order fulfilment through AU and US 3PL partners, ensuring timely and efficient delivery.
• Track customer orders and work closely with 3PL providers to resolve customs or logistics issues.
• Assist with booking freight through 3PL partners.
• Manage 3PL returns allocations to maintain accuracy and efficiency.
• Process stock adjustments in Cin7 and Spiffy to ensure accurate inventory tracking.

Wholesale & Trade Support

• Convert wholesaler purchase orders (POs) into invoices and manage the end-to-end order process.
• Ensure timely payment wholesaler and trade accounts.
• Support wholesalers with order delivery, claims management, and returns.
• Maintain and update website stock dates across both trade and Shopify accounts.
• Provide wholesaler stock feed reporting to ensure transparency and alignment.
• Manage customer service claims for wholesalers with efficiency and professionalism.

Reporting & Administration

• Provide regular monthly sales reports and insights to management.
• Support the Operations Manager with forecasting and stock planning.
• Provide administrative support for Business Development Managers (BDMs).
• Share triaged inbox communications and key updates with senior team members.

Brand Representation

• Communicate in line with client's brand tone: warm, professional, elevated.
• Share the brand story and values confidently with customers and partners.
• Contribute to creating an exceptional end-to-end client experience.

To be successful in this role you will have:

• 5+ years' experience in customer service, sales coordination or account management
• You're organised, proactive, and solutions-focused with a strong service ethic and a passion for interiors. You thrive in a fast-paced environment and bring genuine care and attention to every detail.
• Experience in luxury retail industry (desirable)
• Familiarity working with trade clients such as designers, architects, or retailers
• A high level of autonomy, accountability, and attention to detail
• Excellent written and verbal communication skills
• Tech fluency particularly with Cin7, CRM platforms, Microsoft Office/Google Suite, and Shopify
• A love for design, craftsmanship and creating elevated customer experiences

Measures of Success

• Timely, accurate order processing and follow-through
• Exceptional client feedback and repeat business
• Contribution to sales growth and operational efficiency
• Strong alignment with the client's brand and customer promise