Customer Operations Specialist

We are a privately owned furniture wholesaler situated in Melbourne’s northern suburbs, supplying Australia’s leading furniture and bedding retailers. We are seeking an enthusiastic, customer-focused, and operationally minded Customer Operations Specialist to join our team.

This is an exciting opportunity to join a fast-growing organisation in a genuinely broad role. You will be the face of our customer care function — owning service cases and warranty claims end to end — while also getting hands-on across the operational side of the business, including dispatch and delivery enquiries, shipping follow-ups, and management of our spare parts program. If you enjoy variety, problem solving, and taking full ownership of outcomes, this role is for you.

The role will encompass a range of responsibilities, including but not limited to:

- Handling all inbound customer enquiries (phone, email, and web submissions) promptly and professionally.
- Taking end-to-end ownership of customer service cases in our ERP (MYOB Acumatica), from creation through to resolution.
- Triaging, processing, and resolving warranty claims, spare parts requests, and return authorisations (RAs).
- Processing supplier warranty claims and key retailer claims in line with our standard operating procedures.
- Responding to dispatch and delivery enquiries, working closely with our national warehouse team.
- Following up shipping and despatch matters across our warehouses in Melbourne, Sydney, Brisbane, and Perth.
- Managing our spare parts program, including ordering, inventory levels, and stock records in our ERP.
- Maintaining accurate case, claim,



and transaction records across Salesforce, MYOB Acumatica, and Microsoft 365.
- Maintaining and improving standard operating procedures and process maps for key customer care processes.
- Contributing to service KPI / SLA reporting and continuous improvement initiatives.
- Liaising with our sales, warehouse, and supply teams to resolve customer issues quickly.
- Completing assigned month-end tasks and reporting to the Customer Operations Manager.

About our ideal candidate:

Experience

- Minimum 3 years’ experience in customer service, customer care, or customer operations, ideally within a wholesale, distribution, or retail environment.
- Experience using a CRM/ERP for case management (Salesforce/Zendesk) and a solid working knowledge of ERP systems.
- Experience handling warranty claims, returns, or spare parts is a plus.
- Prior experience in import wholesale or B2B business is a plus, but not required.

Skills

- Excellent written and verbal communication skills.
- Highly organised with great attention to detail.
- Ability to manage competing priorities and take full ownership of outcomes.
- A customer-centric attitude — the customer is at the front of mind in every decision.
- A continuous improvement mindset, always looking for ways to make processes better.





This is a fantastic opportunity to join our expanding and progressive team with a great company culture. We offer a collaborative work setting, excellent working conditions, modern systems, and on-site parking. We also offer a Bonus Annual Leave Day on your Birthday!

A competitive salary package, negotiable based on your experience.

Master Pacific is a trusted supplier in the furniture industry, offering the finest locally designed, quality products. Our collections are meticulously curated by our expert in-house design team in Melbourne.

With a diverse range of collections spanning multiple product categories, our goal has always been to fulfill our mantra: "To lead the way in creating amazing spaces."

We proudly support designers and retailers across Australia by providing thoughtfully crafted and inspiring designs that bring individuality and creativity to every home, retail store, or project.

Master Pacific is a trusted supplier in the furniture industry, offering the finest locally designed, quality products. Our collections are meticulously curated by our expert in-house design team in Melbourne.

With a diverse range of collections spanning multiple product categories, our goal has always been to fulfill our mantra: "To lead the way in creating amazing spaces."

We proudly support designers and retailers across Australia by providing thoughtfully crafted and inspiring designs that bring individuality and creativity to every home, retail store, or project.

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📌 Customer Operations Specialist (Melbourne)
🏢 Master Pacific
📍 Melbourne