Do you love making things easy for customers?

We’re looking for someone who gets genuine satisfaction from helping customers, keeping things organised and making sure promises are delivered.

At Koldpak, our customer philosophy is simple: Deliver what we promise. Delight every customer. Every customer. Every Order.

If you’re friendly, calm under pressure, organised, accurate and the sort of person who takes ownership of a customer’s problem until it’s sorted, you could be exactly who we’re looking for.

About the role

This is a hands-on customer service and order fulfilment role at the heart of Koldpak. You'll help customers with existing orders, prepare straightforward quotes, turn accepted quotes into work orders and coordinate with Manufacturing, Warehouse and Dispatch to make sure everything happens as promised.

You won't be expected to solve every technical or unusual request yourself. We have a Strategic Sales team for that. Your job is to recognise when specialist help is needed, make a clean handover and ensure the customer continues to feel looked after.

Most importantly, you'll own the customer experience rather than simply pass enquiries from one department to another.

What You'll Be Doing

Responding to customer enquiries by phone and email

Helping customers with order status, availability, completion and delivery enquiries

Converting accepted quotes and customer orders into accurate work orders

Coordinating with Manufacturing on production timing and priorities

Working with Warehouse and Dispatch to ensure orders are ready and delivered as expected

Proactively keeping customers informed when something changes





Following through on issues rather than waiting for customers to chase us

Recognising complex or unusual enquiries and handing them over to Strategic Sales

Occasionally helping customers at our front counter

The Person We're Looking For

You don’t need to be the loudest person in the room.

We’re looking for someone who is warm, dependable, patient and genuinely enjoys helping people.

You like being organised and get satisfaction from knowing customers and colleagues can rely on you. You communicate easily with different types of people but also appreciate that details matter.

When something goes wrong, you don’t panic or look for someone to blame. You find out what happened, talk to the right people and help get it sorted.

And while you’re naturally helpful, you’re confident enough to pick up the phone, chase an answer internally and speak up when a customer commitment may be at risk.

You’ll probably describe yourself as:

Customer focused – you care about the experience people have dealing with you.

Reliable – when you say you’ll do something, you do it.

Friendly and approachable – customers and colleagues enjoy dealing with you.





Organised and accurate – you can manage several things at once without losing sight of the details.

Proactive – you’d rather prevent a customer problem than apologise for one later.

A team player – you enjoy working with others to get the right result.

Experience

Previous experience in customer service, sales support, order processing, administration, wholesale, manufacturing or distribution would be valuable.

Experience with ERP, CRM, inventory or order management systems would also be helpful.

Refrigeration, HVAC or technical product experience would be an advantage, but it’s not essential.

We can teach you our products and systems.It’s much harder to teach someone to genuinely care about customers

Why Koldpak

Koldpak is an established Capalaba refrigeration wholesaler, designer and manufacturer. We supply the refrigeration industry with products, solutions and expertise, backed by people who know the industry and care about getting things right.

At Koldpak customer service isn't a department. It's how we want to do business.

We want Koldpak to be a place where good people enjoy coming to work, where people help each other and where doing the right thing for the customer matters.

We’re not looking for perfect.

We’re looking for someone who cares, follows through and wants to be part of a team that takes pride in what it delivers.

And we all share one very simple mission: Deliver what we promise. Delight every customer. Every customer. Every Order.

If that sounds like the sort of place where you’d do your best work, we’d really like to hear from you.

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📌 Customer Service & Fulfilment (Brisbane City)
🏢 Futuretech Strategy
📍 Brisbane City