Customer Service Representative

2 weeks ago

Fawkner, Victoria, Australia Navy Strength Ice Co. Full time $60,000 - $80,000 per year

Customer Services Representative

Navy Strength Ice Co. (NSI) – Fawkner, Melbourne

About Us

At NSI, we put People Before Drinks. As a hospitality-focussed company, our philosophy is built on Integrity, Authenticity, Quality, Consistency, and Excellence. We're passionate about hospitality in its truest sense—selfless service, strong relationships, and consistent high quality products and experiences without compromise.

As Melbourne's first hand-cut ice company founded in 2015, we have a strong brand identity as leaders and educators in the hospitality and FMCG sector. We asked the consumer to demand better ice, better quality drinks, and ten years on, we are proud to say we have helped raised the standard of cocktail service in this country. In our second decade, we aim to build a company that values its team, listens to its customers, prioritises sustainability and constantly challenges itself to be better.

The Role

We're looking for a proactive and organised Customer Services & Office Manager to join our team in Melbourne. This role is central to creating exceptional customer experiences while ensuring the smooth running of our operations. You'll oversee customer orders and queries, dispatch and logistics, and internal office functions, while supporting the growth of the NSI brand.

This is a hands-on role suited to someone who thrives in a fast-paced environment, loves solving problems, and enjoys working closely with both customers and team members.

Key Responsibilities

  • Oversee the Shopify order portal, handling customer queries, orders, and unique requests.
  • Deliver high-quality, personalised customer service across phone, email, and other channels.
  • Organise daily dispatch of NSI products, managing both internal drivers and third-party couriers.
  • Build and nurture strong client relationships, supporting sales growth and repeat business.
  • Provide administrative and operational support across accounts, logistics, and production.
  • Assist with invoicing, overdue account recovery, and database management (Xero, Shopify, Victoria Dashboard).
  • Ensure office operations run smoothly—including supplies, communications, and project support.
  • Lead and support team members through training, scheduling, communication, and morale building.
  • Champion workplace safety and operational procedures.

About You

You're someone who is approachable, positive, and solutions-focused, with strong organisational and communication skills. You thrive on building relationships, delivering great customer experiences, and keeping operations efficient.

What You'll Bring

  • Strong interpersonal and communication skills.
  • Excellent organisational and project management abilities.
  • Ability to work both autonomously and collaboratively.
  • Experience with Microsoft Office/Google Suite; Zapier knowledge a bonus.
  • Confidence in handling customer queries with empathy, professionalism, and problem-solving skills.
  • A proactive, adaptable mindset with the ability to prioritise and multitask.
  • Passion for hospitality and the NSI brand.

Why Join NSI?

  • Be part of a values-driven, people-first company in Melbourne's hospitality industry.
  • Work with a supportive team that cares about your growth and wellbeing.
  • Opportunity to contribute to a growing brand with a strong reputation for excellence.
  • Benefits and discounts across our associated venues.

How to Apply

  • If this sounds like the role for you, we'd love to hear from you. Please send your resume and a short cover letter outlining your experience and why you'd be a great fit for NSI to

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