Job Description

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Senior Customer Service + Sales | Account Management | E-commerce & Wholesale | $40+ Negotiable + Super | 35-38 Hours | M-F | Remote | Beauty Brand | Friendly, Founder-Lead Team

Senior Customer Service & Sales Support Coordinator Great customer relationships should also grow. n

We’re looking for a senior-level customer service and sales support professional who is exceptional with customers, commercially minded and confident selling.

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You know how to look after a customer properly — while also recognising opportunities to grow the relationship.

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You’re comfortable suggesting another product, expanding a range, launching something new, following up an unfinished order or confidently asking for the next step.

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You can move things forward without making the customer feel pushed.

That’s how we work at Evrland. Join a Fast-Growing Australian Fragrance Brand n

Evrland is an Australian fragrance brand creating luxury fragrances inspired by iconic scents — making them accessible without compromising on quality.

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We create a premium experience across every touchpoint — from our fragrances and packaging to our in-store displays, marketing and retailer relationships.

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In a short time, Evrland has built a rapidly growing network of retail stockists across Australia, with strong repeat business and an expanding product range.

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Behind the brand is a small, friendly, founder-led team that cares deeply about quality, relationships and building something meaningful.

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As we continue to grow, we’re now looking for an experienced senior person to take real ownership of customer support, existing retailer relationships and sales support across the business.

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This is an important role within our team.

About the Role n

This is not a passive customer service position.

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You’ll sit at the centre of our wholesale customer communication — looking after existing retailers, supporting our sales team, managing our central inbox and making sure orders, enquiries and follow-ups keep moving.

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You’ll also play an important role in growing our existing customer accounts.

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That means proactively contacting retailers, helping them reorder and expand their ranges, introducing new launches and identifying natural upselling opportunities.

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You need to genuinely enjoy helping customers — but you also need to be comfortable selling.

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This is a phone and email-based role, and regular outbound calling is an important part of the position.

Existing Customer Management & Growth n

You’ll help manage our growing network of retail stockists across Australia.

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You’ll be responsible for:

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- Building strong ongoing relationships with existing retailers
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- Regularly contacting retailers by phone and email
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- Helping customers reorder and expand their ranges
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- Introducing and selling new product launches to existing customers
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- Identifying appropriate upselling and account-growth opportunities
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- Helping retailers with product and range decisions
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- Proactively checking in with customers rather than always waiting for them to contact us
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- Following up unfinished or incomplete orders
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- Resolving customer questions and issues confidently
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- Following up outstanding invoices and customer accounts
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We’re looking for someone who understands that customer service and sales are connected.

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Great customer service means understanding what the customer needs and confidently helping them move forward.

Sales Support & Coordination n

You’ll work closely with our sales team to make sure opportunities and orders don’t stall.

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This includes:

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- Processing and completing unfinished sales orders
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- Following up information required to finalise orders
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- Following up customers when a sale is waiting on a decision or action
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- Answering sales-related customer questions where appropriate
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- Taking sales-support work off our salespeople so they can remain focused on selling
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- Identifying new sales enquiries and assigning them to the appropriate salesperson
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- Keeping CRM records, notes and customer stages accurate and up to date
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- Making sure enquiries, opportunities and orders are properly followed throughCoordinating customer and sales information so the team knows exactly where things stand
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You should naturally notice when something hasn’t been completed — and want to get it finished.

Managing Our Wholesale Inbox n

Our wholesale inbox is one of the central hubs of the business, and you’ll take significant responsibility for managing it throughout the day.

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You need to be able to quickly determine:

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- What you should handle yourself
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- What needs to go to a salesperson
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- What is genuinely urgent
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- What needs to be recorded or updated in our CRM
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- What requires follow-up
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- What can wait
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You’ll respond to customers and leads, update systems, delegate enquiries and make sure important conversations reach the right person.

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But this role is not about sitting reactively in an inbox all day.

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Your day will also include dedicated blocks for customer calls, account growth, follow-ups and other priorities.

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We need someone who can scan for anything important, action or delegate it quickly and then return to the work they had planned.

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You need to manage your day rather than allowing your inbox to manage it.

You Need to Be Comfortable Selling n

Although this role includes significant customer service responsibility, sales ability is essential.

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You’ll regularly speak with existing retailers about:

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- Reorders
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- Expanding their current range
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- Recent product launches
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- Additional products that may suit their store
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- Unfinished ordersOpportunities to grow their Evrland offering
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We’re not looking for aggressive or pushy selling.

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We are looking for someone who can listen, understand what a retailer needs, make confident recommendations and move a conversation towards a clear next step.

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If you provide wonderful customer service but feel uncomfortable suggesting that a customer buy something, this won’t be the right role.

Technology Skills Are Non-Negotiable n

We need someone who is an absolute whizz with technology.

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Our business runs across multiple online systems every day, and you need to find technology easy.

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You should be the kind of person who can open unfamiliar software, understand how it works quickly and confidently move between multiple systems throughout the day.

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Experience with some of the following would be highly regarded:

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- Shopify
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- CRM systems
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- Monday.com or similar platforms
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- E-commerce systems
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- Gmail / Google Workspace
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- Xero
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- Klaviyo or other email marketing platforms
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- Cloud-based phone and SMS systems
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- Spreadsheets and online business software
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You don’t need to have used every platform we use.

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What is non-negotiable is being highly capable with technology and learning new systems quickly.

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If software, CRMs and working across multiple online platforms tend to overwhelm you, this won’t be the right role.

Senior Experience Required n

This is a senior, autonomous position.

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We’re looking for someone who has already operated at a senior level within customer service, account management, sales support, internal sales or a similar commercially focused role.

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You may be a great fit if you:

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- Have 3+ years of relevant experience, including demonstrated senior-level responsibility
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- Have taken ownership of customer accounts or relationships
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- Have experience with upselling, account growth or sales
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- Are confident making regular outbound customer calls
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- Can manage more complex customer enquiries without constant escalationHave supported a sales team and helped opportunities move through to completion
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- Can independently prioritise a busy workload
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- Have strong CRM and systems experience
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- Are commercially minded and comfortable being responsible for outcomes
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- Have exceptional written English, spelling and grammar
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- Can make sensible day-to-day decisions without constant direction
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- Follow things through and close loops
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Experience in wholesale, e-commerce, beauty, fashion, FMCG, retail brands or another fast-moving small business environment would be particularly valuable.

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We are not looking for someone whose experience has primarily involved passively responding to customer enquiries.

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We need someone who has already demonstrated ownership, judgement, organisation and commercial confidence.

The Type of Person Who Will Thrive Here n

You can read an email and quickly understand:

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- What has happened.
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- What needs to happen next.
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- Who needs to handle it.
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- What needs to be recorded.
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You don’t need every decision made for you.

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You are exceptional at prioritising to stay focused on tasks.

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You stay focused when multiple things are happening.

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You notice unfinished work.

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- You follow things up.
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- You communicate extremely well.
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- You’re naturally good with customers.
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- You’re highly capable with technology.
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- And when there is an opportunity to make another sale or grow an account, you’re comfortable having that conversation.
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Room to Grow n

Evrland is growing quickly, and we want this role to grow with the right person.

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As the business and wholesale team expand, there is genuine opportunity to take on broader responsibility across areas such as:

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- Account management
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- Customer experience
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- Sales operations
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- Team coordination
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- Commercial support
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We’re looking for someone who wants to become an important long-term part of the business — not simply perform a fixed list of tasks.

Hours n

This is a full-time-hours role requiring availability across Monday–Friday, with approximately 35–38 hours available each week.

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The successful candidate will initially be engaged on a casual basis while we establish the right long-term fit, with the chance to move into permanent full-time employment.

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Five-day availability is essential

Pay n

Hourly rate $40+ negotiable based on experience + superannuation.

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We’re looking for someone with genuine senior-level experience and will consider relevant customer service, sales, account management, e-commerce, wholesale and systems experience when agreeing on the hourly rate.

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For an exceptional candidate with particularly strong and relevant experience, we are open to discussing the right package.

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📌 Senior Customer Service & Sales Support Coordinator (Sanctuary Point)
🏢 Evrland
📍 Sanctuary Point