Job Description

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- Senior B2B Customer Service Account Executive
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- Wholesale Key Accounts
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- Sydney - hybrid 4 days on-site, 1 day WFH
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- $70K - $80k + super
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This is a senior customer operations role with a B Corp, purpose-led business supplying hospitality, QSR and retail customers at scale. It's B2B, high-volume, and sometimes messy. That's the job. You're here to keep key wholesale accounts running smoothly, spot issues early, and fix problems properly when they land.

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This is not account management. You're not selling. You're the senior service lead who makes sure priority customers get reliable, proactive, no-drama support.

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What you'll be doing

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- Own the service and operational performance of a portfolio of medium-tier wholesale accounts.
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- Be the go-to CX contact for those customers - consistent service, proactive communication, no surprises.
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- Track orders end to end, from placement through fulfilment and delivery.
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- Get ahead of stock risks, delays, backorders, restrictions and operational changes, and tell customers early.
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- Run escalations when things go wrong, pulling in supply chain, warehouse, IT/NetSuite and sales to get it sorted.
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- Dig into root causes and help stop repeat issues, not just patch them up.
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- Keep CRM and NetSuite records accurate so everyone has visibility.
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- Use Excel a lot, especially for pricing support, order analysis and account insights.
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- Join occasional QBR-style calls with account managers for larger accounts,



focused on follow-up and operations.
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- Support the wider CX team by guiding CSEs on tougher account issues and best practice.
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What they're looking for

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- 3+ years in senior customer service, account support or customer operations in a B2B, wholesale, or high-volume order workplace.
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- Comfortable owning a portfolio of accounts and being accountable for service outcomes.
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- Strong escalation and problem-solving skills - calm, clear, and persistent.
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- Confident working across teams and getting results from ops, supply chain, warehouse, IT and sales.
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- Advanced Excel skills - pivots, lookups, pricing sheets, data cleaning, the lot.
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- Solid ERP and CRM experience - NetSuite is a big plus.
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- Detail-obsessed with data and follow-through.
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- Resilient and practical - can handle the grind without taking it personally.
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- Values fit for a purpose-led, sustainability-focused business.
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Why this is a good move

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- It's a proper step up from standard CS - you own outcomes, not just tickets.
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- You'll work with meaningful B2B customers who rely on you to keep them trading.
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- The business pays well for CS because they need people who can handle real operational pressure.
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- Clear pathway into team lead roles as the CX structure grows.
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If you want a senior B2B service role where you're trusted to run a portfolio, fix what matters, and improve how things work, please apply!

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📌 Customer Service Account Representative (RetailB) (New South Wales)
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