Job Description

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.

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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.

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

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- Handling all inbound customer enquiries (phone, email, and web submissions) promptly and professionally.
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- Taking end-to-end ownership of customer service cases in our ERP (MYOB Acumatica), from creation through to resolution.
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- Triaging, processing, and resolving warranty claims, spare parts requests, and return authorisations (RAs).
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- Processing supplier warranty claims and key retailer claims in line with our standard operating procedures.
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- Responding to dispatch and delivery enquiries, working closely with our national warehouse team.
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- Following up shipping and despatch matters across our warehouses in Melbourne, Sydney, Brisbane, and Perth.
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- Managing our spare parts program, including ordering, inventory levels, and stock records in our ERP.
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- Maintaining accurate case, claim, and transaction records across Salesforce, MYOB Acumatica, and Microsoft 365.
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- Maintaining and improving standard operating procedures and process maps for key customer care processes.
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- Contributing to service KPI / SLA reporting and continuous improvement initiatives.
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- Liaising with our sales, warehouse, and supply teams to resolve customer issues quickly.
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- Completing assigned month-end tasks and reporting to the Customer Operations Manager.
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About our ideal candidate:

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Experience

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

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- Excellent written and verbal communication skills.
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- Highly organised with great attention to detail.
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- Ability to manage competing priorities and take full ownership of outcomes.
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- A customer-centric attitude — the customer is at the front of mind in every decision.
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- A continuous improvement mindset, always looking for ways to make processes better.
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This is a fantastic opportunity to join our expanding and progressive team with a great company culture. We offer a collaborative work environment, excellent working conditions, modern systems, and in office parking. We also offer a Bonus Annual Leave Day on your Birthday!

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A competitive salary package, negotiable based on your experience.

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📌 Customer Operations Specialist (Victoria)
🏢 MASTER PACIFIC
📍 Victoria