Who We Are

Natural Ingredients Australia Pty Ltd (NIA) is a fast-growing supplier of essential oils, raw materials and natural ingredients to the cosmetics, skincare, wellness, food and agriculture industries.

With a range of over 500 products, we help brands move from concept to creation, supplying everyone from small-batch soap and candle makers to established cosmetics companies, hair and body product creators and wholesale operations, plus a growing contract packing and white-labelling service.

We're built on a reputation of being pure, proven and reliable, backed by decades of industry expertise, strong relationships with growers and producers and a genuine commitment to quality, traceability and clean-label formulation. Based at our factory in Heidelberg West inside a bustling hub of almost 60 businesses, we've got a close-knit, community feel and we're growing fast enough that we need great people to help us keep up.

Who We're Looking For

This is a Customer Service role at the heart of how our customers experience NIA every day. We're after a team-centric professional with solid experience in customer-focused, B2B environments, a lively, dynamic and switched-on personality who thrives in a team, loves solving problems and genuinely cares about the people on the other end of the phone.

You're the reliable, friendly voice who makes sure every enquiry, order and question is handled properly and promptly, while working closely with our Business Development team to help existing customers get the most from our range.

The Role

There are two main components to this position:

- Customer Support & Order Management: Handling inbound enquiries and orders, providing accurate product, pricing and technical information, processing orders, invoices, credits and returns, and resolving issues quickly and professionally.
- Account Servicing & Relationship Maintenance: Staying in regular contact with existing customers to check in, understand their evolving needs,



and flag opportunities for our Business Development team to follow up on — you're often the first to notice when a customer could benefit from something recent.

This is a customer service role at its core, but with huge potential to grow, with a genuinely engaged customer base, we need someone who listens well, communicates clearly, and takes pride in getting the details right.

What We Provide

- A comprehensive CRM filled with loyal customers and abundant warm and cold leads.
- Constant training and ongoing support.
- Experienced technical support from other staff.
- Flexibility to structure the role as a full-time employee or as an ABN contractor.
- A dynamic business environment inside a building bustling with almost 60 other businesses and a community village vibe.
- Your own space to operate autonomously and focus, with sit/stand desk, mobile phone and computer.
- A solid base salary with room to grow.
- Development opportunities for the right person.
- Stability and loyalty in a family-like atmosphere.

What We're Looking For

- Excellent English with a confident, clear and friendly phone manner.
- Solid experience in a customer service, telesales or order-processing role, ideally B2B.
- Strong problem-solving skills and the ability to stay calm and professional with a range of customer personalities.
- Good computer literacy, data entry accuracy, and comfort learning new systems and CRM software.
- Proficiency with the Microsoft Office suite (Outlook, Word, Excel).
- Excellent attention to detail, particularly around order accuracy and record-keeping.
- An interest in learning new products, industry sectors and business methods.
- Full working rights in Australia.
- Willingness to undergo a National Police Check if requested.




- Willingness to comply with the company's workplace health & safety (WHS) policies and procedures while working on-site at the factory.
- A vehicle licence is not necessary but preferred.
- Availability to commence as soon as possible.
- A valid ABN, for candidates wishing to engage on a contractor basis.

What Success Looks Like

Performance in this role is assessed across a broad set of areas, including:

- Responsiveness: How promptly and reliably you respond to and resolve customer enquiries.
- Customer satisfaction: The quality of feedback and overall experience customers report.
- First-contact resolution: Your ability to resolve issues without unnecessary escalation or repeat contact.
- Order & data accuracy: The accuracy of order processing, invoicing and customer records.
- Relationship retention: The strength and continuity of the customer relationships you maintain.
- Product knowledge: The depth of your product knowledge and how well you can advise customers.
- Team collaboration: How effectively you work with the Business Development and technical teams.
- Process adherence: Your consistency in following company systems, processes and quality standards.

How to Apply

If this sounds like you, we'd love to hear from you — send us your details and let's have a conversation about how you could fit into the team.

Email: [email protected]

Pay: $52,880.00 – $60,000.00 per year

Benefits

- Travel reimbursement

Application Question(s):
- Are you legally entitled to work in Australia without restriction?
- How many years of experience do you have in customer service, telesales or order-processing roles?
- This role is fully on-site at our factory in Heidelberg West, Victoria, with no remote or hybrid option. Are you able to reliably work in office full-time?
- Do you have experience using a CRM system and Microsoft Office suite (eg Outlook, Word, Excel, PowerPoint)?
- This role can be structured as full-time employment or as an ABN contractor engagement. Which would you prefer?

Work Location: In person

📌 Customer Service Executive (Heidelberg West)
🏢 Natural Ingredients Australia
📍 Heidelberg West