Customer Service & Operations Manager

Customer Service & Operations Manager

Department: Customer Service & Operations
Reports To: Office Manager & CEO
Location: Remote
Employment Type: Full-Time
Working Hours: Monday to Friday, 9:00 AM – 5:00 P ---------- lbourne Time (AEST/AEDT)
Pay: $220 per week
Start Date: ASAP

About the Role

We're looking for an experienced Customer Service & Operations Manager who enjoys keeping operations organised while delivering exceptional customer service.

In this role, you'll support both wholesale (B2B) and retail (B2C) customers by managing customer enquiries, processing orders, coordinating fulfilment, supporting accounts receivable, and ensuring day-to-day operations run smoothly.

This is a great opportunity for someone who is highly organised, proactive, and comfortable working independently in a remote environment while collaborating with an Australian-based team.

What You'll Be Doing

Customer Service
- Deliver outstanding customer support via email, phone, and online channels
- Respond to customer enquiries promptly and professionally
- Resolve customer concerns and complaints with empathy and efficiency
- Escalate technical product enquiries to the appropriate team

Order Management
- Process wholesale and retail customer orders accurately
- Manage backorders and ensure timely fulfilment
- Track shipments and provide delivery updates
- Process returns, credits, invoicing, and pricing requests
- Coordinate with internal teams to ensure smooth order processing

Accounts Receivable Support
- Assist with invoice processing and approval
- Send customer statements and payment reminders
- Support debtor management and follow up on outstanding invoices
- Maintain accurate financial records within company systems

Operations & Administration
- Coordinate bookings and business events
- Maintain organised electronic records and documentation
- Manage recurring administrative tasks and daily priorities
- Participate in weekly tea ---------- etings
- Ensure customer and business information remains confidential

What We're Looking For

Must-Have Experience
- 3+ years of experience in Customer Service, Operations, Sales Support, or Accounts Administration
- Experience supporting both customer service and operational workflows
- Strong written and verbal English communication skills
- Excellent problem-solving and critical thinking skills
- High attention to detail and strong organisational skills
- Ability to work independently while managing multiple priorities
- Strong Microsoft Excel and Microsoft Office skills
- Experience using ERP, accounting, or order management systems
- Reliable internet connection with a professional home office setup

Nice to Have
- Experience supporting Australian, UK, US, or other international businesses
- Beauty, cosmetics, fashion, or retail industry experience
- Experience with both B2B and B2C customer support
- Accounts Receivable or debtor management experience
- Experience using MYOB EXO, SAP, Attaché, EzyCollect, or similar ERP/accounting platforms

Tools You'll Use
- MYOB EXO (or similar ERP/Accounting System)
- EzyCollect
- Microsoft Excel
- Microsoft Office 365

Why You'll Love This Role
- Full-time remote opportunity
- Work closely with an Australian business
- Long-term career opportunity
- Supportive and collaborative team
- Autonomy and ownership in your day-to-day work
- Opportunity to make a real impact across customer service and operations

To Apply
- Share your most updated CV
- Please include your answers to the following screening questions:
1. Tell us about your experience in customer service, operations, or sales support. What types of businesses have you supported?
2. Which ERP, accounting, or order management systems have you used? (MYOB, SAP, NetSuite, Attaché, etc.)
3. Describe your experience managing both customer enquiries and order processing. What was your day-to-day responsibility?
4. Have you worked with Accounts Receivable, invoicing, or payment follow-ups? Please explain.
5. Why do you believe you're a great fit for this role?