Customer Success & Sales Operations Coordinator

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: TYPE OF WORK

Full Time

: SALARY

N/A

: HOURS PER WEEK

TBD

: DATE UPDATED

Aug 8, 2025

JOB OVERVIEW

Job Title:
Customer Success & Sales Support Specialist (Voice-Capable)
Location:
Remote – Must be available during Melbourne AEST hours
Schedule:
• Monday to Friday: 9:00 AM – 5:00 PM (1-hour unpaid break)
• Saturday: 9:00 AM – 2:00 PM
• Total Hours: 40 hours/week

About the Company:
Ace Chef Apparel is a fast-growing, Melbourne-based uniform supplier known for premium chef wear, front-of-house apparel, and custom branding services. We pride ourselves on delivering exceptional customer experiences with speed, accuracy, and professionalism across both e-commerce and wholesale channels.

Position Overview:
As our Customer Success & Sales Support Specialist, you’ll be the frontline voice of the business , responsible for handling customer inquiries, supporting sales, managing order workflows, and coordinating with suppliers and internal teams to ensure smooth daily operations.
This is a proactive, voice-enabled role that demands sharp communication, high attention to detail, and the ability to solve problems independently while keeping the leadership team informed.

Key Responsibilities:
Customer Service & Call Management
• Answer all inbound calls; respond with professionalism and urgency
• Make outbound calls to:
(1) Follow up on quotes and design approvals
(2) Confirm eCommerce orders
(3) Re-engage missed inquiries and cold leads
• Monitor and respond to:
a) Email inbox (must be cleared daily — no pending emails)
b) Live chat, contact forms, and social media DMs
• Listen to call recordings for follow-ups and flag only where escalation is required
Sales Admin & Shopify Management
• Process all Shopify orders with verified details (emails, notes, sizes)
• Confirm addresses and generate shipping labels (send for internal approval before processing)
• Monitor abandoned carts and follow up with tailored recovery messages
• Draft manual orders for customers as needed
Quotations, Artwork & Embroidery Coordination
• Use Canva to design and send artwork as per customer instructions
• Follow up persistently until a decision is made (approve, reject, delay)
• Liaise with embroidery suppliers (Fanso, Shiny) via WhatsApp/email
• Track embroidery timelines (ETA: 7 business days) and update customers
Returns, Deliveries & Dispatch
• Monitor and process Loop returns/exchanges with warehouse coordination
• Persuade customers to exchange over refunds when issues arise
• Generate return labels via Australia Post and follow up for receipts
• Book Uber deliveries for urgent/local shipments and confirm receipt
• After shipping, update customers via email, Shopify, and QBO invoices
Invoicing & Account Coordination
• Send invoices via Xero or QuickBooks
• Apply correct tracking categories (e.g. Wholesale, Amazon)
• Reconcile payments and monitor clearing accounts
• Flag and follow up on unpaid invoices until resolved
Customer Retention & Outreach
• Maintain list of high-spend dormant customers (>$1,000, no orders in 12 months)
• Re-engage via email/phone, gather feedback, offer reorder deals
• Conduct outbound outreach to:
o Restaurants
o TAFEs
o Food factories
• Track all outreach and lead progress in Google Sheets or CRM
• Share confirmed leads via email for full team visibility

Daily Must-Do Routine
• Check and validate all pending Shopify orders
• Follow up on all outstanding quotes and designs
• Communicate with embroidery suppliers for live updates
• Send invoice reminders and log customer responses
• Process returns and exchanges via Loop Returns
• Monitor incoming/missed calls and follow up promptly
• Clear inbox fully and respond to every customer
• Update Internal team and manager with a daily summary:
a) Tasks completed
b) Pending issues
c) Escalations needed
• Check stock levels and flag low inventory
• Confirm all Uber deliveries and obtain customer acknowledgements

Success Expectations
• All communication is to be prompt, professional, and solution-oriented
• Inbox must be cleared daily — no pending emails
• Handle issues independently within SOPs; escalate only when necessary
• Ownership mindset — see tasks through from start to finish
• Deliver consistent, high-quality support across all channels

Requirements:
• 1–3 years’ experience in customer service or admin support roles
• Clear and confident spoken English; strong written communication
• Experience handling inbound and outbound phone calls
• Familiarity with Shopify, Canva, QuickBooks/Xero, and Google Sheets
• Ability to work full Melbourne AEST hours consistently
• Strong attention to detail, proactive attitude, and excellent follow-through

SKILL REQUIREMENT

Quickbooks Shopify Canva

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Customer Success & Sales Operations Coordinator

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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