Senior Customer Service Representative / 2IC

Monday to Friday

On-site parking

This is not your typical customer service role.

Flooring Xtra Commercial operates in a fast-moving environment supporting builders, site supervisors, installers, suppliers and customers across both construction and ongoing maintenance work. Priorities change, problems need solving, and people rely on our Customer Service team to keep jobs moving.

We are looking for an experienced flooring professional to join our Commercial team as a Senior Customer Service Representative / 2IC.

This role is suited to someone who knows either the flooring industry, construction scheduling, or warranty and maintenance — and who can work independently, confidently manage competing priorities and take ownership when something needs to be resolved.

What you'll be doing

You will work across the day-to-day customer service and administration requirements of Flooring Xtra Commercial, including:

Working primarily at a desk, managing a high volume of system-based tasks, calls and emails

Managing jobs and workflow from end to end with a high level of accuracy

Acting as a key contact for Builders, Site Supervisors, Installers, Suppliers and customers

Managing construction requirements alongside maintenance, warranty and rectification matters

Investigating issues, finding solutions and following matters through to resolution

Processing invoicing, supplier claims, credits, recharges and purchase orders

Identifying discrepancies in pricing, meterage and documentation before they become bigger problems

Keeping job information,



notes and documentation accurate and up to date

Supporting Account Managers and Business Development Managers to keep jobs progressing

Identifying priorities, delays and risks and taking action or escalating where required

Supporting new team members with processes and system usage

Contributing to process improvements and the ongoing development of effective ways of working

These responsibilities reflect the substantive Commercial CSR role and its existing expectations around workflow, maintenance, financial processing, training and process improvement.

What we're looking for

Previous flooring industry experience is essential.

Just as importantly, we're looking for someone who:

Is self-sufficient and comfortable getting on with the job without needing to be continually directed

Is assertive and confident dealing with different stakeholders

Is proactive and follows things up rather than waiting to be chased

Is resilient and remains professional when the pressure is on

Can adapt their communication style to different people and situations

Takes ownership and sees an issue through to the end

Has excellent attention to detail and understands the importance of accurate systems and documentation





Can assess competing priorities and work methodically in a busy environment

Is calm, practical and solutions focused

Picks up new systems and software quickly and adapts well to process/system changes

Those attributes are also consistent with the existing PD's requirements for independent problem solving, organisation, accuracy, communication and managing competing priorities.

The opportunity

This is an opportunity to take on a senior position within Flooring Xtra Commercial and play an important role in keeping our customer service operation moving.

You’ll join a team that works closely with customers, builders, installers, and internal stakeholders every day, where initiative, accountability, and follow-through genuinely matter.

If you have strong flooring industry experience and you're ready to take ownership in a busy commercial environment, we'd love to hear from you.

About us

Vision
To be Australia's best flooring brand

Purpose
To provide our customers with a fabulous flooring experience

Values

Excellence - Being reliable, pro-active & professional

Show You Care - Treat others with respect and dignity. Friendly & enthusiastic involvement

Collaboration - Work as a team, be open to other ideas

Innovation - Thinking outside the square for solutions and strategies. Listening to new ideas. Be versatile and open to change

Customer Centricity - Providing a positive customer experience. Puts the needs and requirements of a customer ahead of anything and everything else

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📌 Senior Customer Service Representative / 2IC (Melbourne)
🏢 Flooring Xtra
📍 Melbourne