Customer Service, Executive Assistant, Operations & Sales Support Coordinator

Location: Remote / Work from Home
Employment Type: Full-Time
Industry: Office Supplies, Wholesale Distribution and Transport
Reporting To: Director / General Manager

About the Role

We are seeking an experienced Customer Service, Executive Assistant, Operations and Sales Support Coordinator to support the daily operations of a growing Australian office-supplies and wholesale distribution business.

This is a broad, hands-on role covering customer service, executive assistance, sales administration, order processing, transport coordination, inventory support and accounts receivable/accounts payable using Xero & Shopify.

The successful candidate must be highly organised, commercially minded and comfortable managing customer orders from initial enquiry through to delivery, invoicing and payment.

Key Responsibilities

Customer Service

• Respond to customer enquiries by phone, email and online channels.
• Assist customers with products, pricing, stock availability, delivery and order status.
• Provide professional service to businesses, resellers, wholesalers, schools, retailers, government clients and corporate accounts.
• Prepare customer quotations and provide product information.
• Resolve order, delivery, invoice and product issues.
• Process returns, credits, replacements and warranty requests.
• Follow up customer enquiries and outstanding actions.
• Maintain accurate customer records and communication notes.
• Escalate pricing, stock or service issues when required.
• Build strong relationships with new and existing customers.

Executive Assistant Support

• Provide direct administrative support to the Director and management.
• Manage calendars, meetings, appointments and reminders.
• Monitor emails and prioritise urgent actions.
• Prepare correspondence, reports, presentations and meeting notes.
• Maintain management action lists and follow up outstanding matters.
• Coordinate meetings with customers, suppliers, transport providers and business partners.
• Assist with purchasing, research and general business administration.
• Maintain confidentiality across business, financial and customer information.
• Help management maintain visibility over sales, operations and outstanding issues.

Sales Support

• Prepare and issue customer quotations and proposals.
• Process sales orders accurately and promptly.
• Follow up quotations and sales opportunities.
• Maintain customer price lists and contract pricing.
• Coordinate samples, product specifications and supporting documents.
• Assist account managers and business development staff.
• Update the sales pipeline and customer records.
• Prepare sales reports and customer-order summaries.
• Identify inactive customers and support customer-reactivation campaigns.
• Assist with email campaigns, promotions and new-product launches.
• Support reseller, wholesale and corporate-account applications.
• Identify cross-selling, upselling and repeat-order opportunities.

Order Processing and Operations

• Manage orders from initial receipt through to delivery and invoicing.
• Confirm product codes, quantities, prices and delivery details.
• Check stock availability and expected dispatch dates.
• Liaise with warehouse staff regarding picking, packing and dispatch.
• Coordinate backorders, split deliveries and urgent orders.
• Maintain accurate order and dispatch records.
• Monitor outstanding orders and resolve fulfilment delays.
• Ensure proof-of-delivery documents are received and filed.
• Coordinate customer-specific labelling, packing and delivery requirements.
• Assist with stock adjustments, product setup and inventory reporting.
• Produce daily reports covering outstanding orders and operational issues.

Transport and Delivery Coordination

• Book local, interstate and national transport.
• Obtain and compare freight quotations.
• Coordinate couriers, pallet deliveries, trucks and third-party logistics providers.
• Prepare consignment notes, labels, manifests and delivery documentation.
• Confirm pickup and delivery requirements with customers and transport providers.
• Track deliveries and provide customers with status updates.
• Obtain proof of delivery and investigate missing documentation.
• Resolve freight delays, damages, shortages and delivery disputes.
• Review transport invoices against quoted rates.
• Monitor freight costs, delivery performance and carrier service levels.
• Coordinate tailgate, forklift, hand-unload and site-access requirements.
• Maintain transport-provider contacts, rates and service information.

Accounts Receivable – Xero

• Create customer accounts and maintain accurate account information.
• Prepare and issue invoices and credit notes in Xero.
• Allocate customer payments.
• Reconcile customer accounts.
• Monitor outstanding debtors and overdue invoices.
• Prepare aged-receivables reports.
• Follow up customers regarding overdue accounts.
• Send statements and copies of outstanding invoices.
• Investigate payment discrepancies and short payments.
• Manage approved credits, refunds and account adjustments.
• Escalate high-risk or disputed accounts to management.
• Support credit-control and customer account-application processes.

Accounts Payable – Xero

• Enter and code supplier invoices in Xero.
• Match invoices against purchase orders and delivery documentation.
• Reconcile supplier statements.
• Prepare supplier payment schedules.
• Investigate invoice, pricing and quantity discrepancies.
• Maintain supplier information and payment details.
• Allocate freight and purchasing costs correctly.
• Monitor upcoming payments and cash-flow commitments.
• Process approved credit notes and supplier adjustments.
• Maintain complete supporting documents for all transactions.
• Liaise with suppliers regarding accounts and payment queries.

Xero and Bookkeeping Support

• Perform bank reconciliations in Xero.
• Maintain accurate customer and supplier records.
• Reconcile accounts receivable and accounts payable.
• Assist with GST coding and BAS preparation.
• Process approved journals and account adjustments.
• Prepare sales, purchasing and cash-flow reports.
• Assist the external bookkeeper or accountant with month-end requirements.
• Maintain accurate financial records and supporting documentation.
• Investigate unreconciled transactions and processing errors.
• Ensure transactions are allocated to the correct accounts and cost categories.

Purchasing and Supplier Coordination

• Prepare and issue purchase orders.
• Confirm supplier pricing, quantities and delivery dates.
• Monitor incoming stock and outstanding purchase orders.
• Liaise with local and international suppliers.
• Update supplier price lists and product-cost information.
• Follow up delayed or incomplete supplier orders.
• Coordinate claims for damaged, incorrect or missing stock.
• Assist with stock forecasting and replenishment.
• Compare supplier pricing, freight costs and purchasing options.
• Maintain product specifications and supplier documentation.

Reporting and Administration

• Prepare daily, weekly and monthly operational reports.
• Report on sales orders, outstanding quotations and customer enquiries.
• Maintain AR, AP and cash-collection reports.
• Report on freight costs, delivery performance and outstanding shipments.
• Maintain electronic customer, supplier and transport files.
• Create and improve administrative templates, procedures and checklists.
• Identify operational problems and recommend practical improvements.
• Ensure sales, finance and operational records remain current.

Mandatory Requirements

• Minimum three years' experience in customer service, administration, operations or sales support for an Australian business.
• Strong hands-on experience using Xero for AR and AP.
• Experience processing sales orders, invoices, payments and supplier bills.
• Experience coordinating transport, couriers or deliveries.
• Strong customer-service and problem-solving skills.
• Excellent written and spoken English.
• Confident telephone manner when dealing with Australian customers and suppliers.
• Strong Microsoft Excel and Outlook skills.
• High attention to detail and data-entry accuracy.
• Ability to manage competing priorities and urgent customer requests.
• Ability to work independently and follow tasks through to completion.
• Reliable internet connection and suitable remote-working environment.

Highly Regarded Experience

• Experience within office supplies, stationery, paper, printing, packaging or wholesale distribution.
• Experience supporting a company director or senior executive.
• Experience dealing with resellers, wholesalers and corporate accounts.
• Knowledge of SKU-based inventory and high-volume order processing.
• Experience with palletised freight and national transport providers.
• Understanding of GST, BAS and Australian bookkeeping processes.
• Experience managing customer credit accounts and overdue debtors.
• Familiarity with purchasing, inventory and warehouse operations.
• Experience with tender, contract or government customers.

Preferred Software Experience

Experience with the following will be highly regarded:

• Xero
• Microsoft Excel
• Microsoft Outlook
• Microsoft Office
• Google Workspace
• Shopify, WooCommerce or other e-commerce platforms
• Inventory and warehouse-management systems
• CRM and sales-pipeline systems
• Freight-booking and transport-management platforms
• EDI and electronic-ordering systems

Key Performance Indicators

Performance will be measured against:

• Customer enquiry response times.
• Order-processing accuracy.
• On-time dispatch and delivery performance.
• Quote follow-up and conversion rates.
• Accuracy of invoices and supplier bills.
• Reduction in overdue customer accounts.
• Timely AR and AP processing.
• Xero reconciliation accuracy.
• Freight cost control and carrier performance.
• Resolution time for customer and delivery issues.
• Accuracy of customer, supplier and product records.
• Completion of executive and operational actions by deadline.

Ideal Candidate

You are organised, dependable and commercially aware. You understand that customer service, sales, operations, transport and accounts are connected.

You take ownership of an order from quotation through to supply, delivery, invoicing and payment. You communicate clearly, identify problems early and follow outstanding matters through without constant supervision.

You are confident working in Xero and comfortable supporting both the financial and operational sides of a fast-moving office-supplies business.

How to Apply

Please submit your CV outlining:

• Your Australian customer-service and administration experience.
• Your executive-assistant or management-support experience.
• Your sales-support and order-processing experience.
• Your Xero accounts receivable and accounts payable experience.
• Your transport, courier or freight-coordination experience.
• Your office-supplies, wholesale or distribution experience.
• The software and operational systems you have used.
• Examples of customer, delivery or account issues you have successfully resolved.

Applicants with Xero, transport coordination and office-supplies or wholesale-distribution experience will be strongly preferred.