Job Description
Senior Customer Operations Representative / 2IC
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Monday to Friday
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On-site parking
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We are looking for an experienced flooring professional to join our Commercial team as a Senior Customer Service Representative / 2IC.
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This role suits someone with experience in 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.
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Who you'll be working with
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Flooring Xtra Commercial supplies and installs flooring for volume residential builders, our commercial customers. On any given day, you'll be working with two different groups:
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On the construction side: builders, site supervisors and installers who need fast answers to keep a job on track — scheduling, product availability, site issues which often against fixed deadlines like PCI or handover.
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On the warranty and maintenance side: the homeowners now living in those properties, who need help getting a flooring issue inspected and resolved, whether by the installer, an independent inspector, or the manufacturer. We manage these cases on behalf of the builder, so the homeowner gets looked after and the builder stays across it.
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What you'll be doing
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No two days look the same. You'll be moving between urgent, same-day construction requests and
warranty/maintenance
cases that run over days or weeks, so a big part of the role is knowing what needs to happen right now versus what needs to keep progressing in the background.
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Day to day, this includes:
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Responding to site-based queries from builders, supervisors and installers, and turning these around fast where deadlines like PCI or handover are at stake
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Managing warranty and maintenance cases for homeowners; arranging inspections, following up with
installers/inspectors/manufacturers,
and chasing outcomes until resolved
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Managing jobs and workflow end to end with a high level of accuracy across both streams
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Processing invoicing, supplier claims, credits, recharges and purchase orders
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Identifying discrepancies in pricing, meterage or documentation before they escal
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Keeping job records, notes and case documentation accurate and current
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Supporting Account Managers and BDMs to keep active jobs moving
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Flagging priorities, delays and risks, and escalating where needed
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Supporting new team members with processes and systems
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Contributing ideas to improve how the team works
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What we're looking for
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Someone with experience in the flooring industry, construction scheduling, or warranty and maintenance.
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Just as importantly, we're looking for someone who:
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Is self-sufficient and comfortable getting on with the job without needing to be continually directed
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Is assertive and confident dealing with different stakeholders
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Is proactive and follows things up rather than waiting to be chased
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Is resilient and remains professional when the pressure is on
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Can adapt their communication style to different people and situations
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Takes ownership and sees an issue through to the end
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Has excellent attention to detail and understands the importance of accurate systems and documentation
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Can assess competing priorities and work methodically in a busy environment
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Is calm, practical and solutions focused
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Picks up recent systems and software quickly and adapts well to process/system changes
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The chance
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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.
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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.
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If you have robust flooring industry experience and you're ready to take ownership in a busy commercial environment, we'd love to hear from you.
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About us
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Vision
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Purpose
n To provide our customers with a fabulous flooring experience
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Values
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Excellence - Being reliable, pro-active & professional
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Show You Care - Treat others with respect and dignity. Friendly & enthusiastic involvement
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Collaboration - Work as a team, be open to other ideas
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Innovation - Thinking outside the square for solutions and strategies. Listening to new ideas. Be flexible and open to change
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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 Operations Representative / 2Ic (Victoria)
🏢 Flooring Xtra
📍 Victoria