The Organisation: Join a proudly Australian business leading the way in designing, manufacturing, and distribution of premium products. Be part of an innovative team that’s transforming backyards across the country with world-class products and a passion for quality. About the Role: As a Sales Support Representative, you will play a critical role in ensuring exceptional service to customers and seamless operational support to the wider Sales Support team. This position is fast-paced, hands-on and ideal for someone who enjoys working in a collaborative environment, communicating with customers and keeping operations running smoothly. Reporting to the Sales Support & Marketing Supervisor, you will be responsible for processing customer orders, managing enquiries, supporting freight logistics and providing occasional Reception relief. You will also assist in managing the Loyalty Program, ensuring timely onboarding, accurate points tracking and prompt reward distribution. This role suits someone with strong attention to detail, excellent communication skills, confidence on the phone, and the ability to multitask while maintaining a high standard of customer service. Key Responsibilities: Answer inbound phone calls and emails (approx. 70–80 calls/day, 150 emails/day), providing professional, timely assistance. Assist customers with product information, pricing, order status updates, and basic technical enquiries. Accurately enter and process orders, ensuring all details are correct before dispatch. Liaise closely with Warehouse, Dispatch, Sales, and Production teams to ensure orders are fulfilled accurately and on time. Build relationships with distributors, builders and end users through proactive and clear communication. Conduct follow-ups on outstanding orders and dispatches from previous days. Monitor daily production output and incoming factory stock to support customer updates. Support warranty tasks such as logging registrations and notifying customers when repairs are complete Track freight consignments daily using MachShip/OneFlow Follow up on lost, delayed, or damaged shipments and provide timely updates to customers. Maintain consistent communication with carriers and escalate issues when required. Manage, report on and maintain the Loyalty Program (450 active members) Complete timely onboarding of new members and ensure accurate data entry. Track quarterly reward distributions and maintain program reporting using automated spreadsheets. Support continuous improvements to streamline loyalty program processes. Reception Relief: Provide front-of-house support approximately one day per fortnight or during leave periods. Greet visitors, manage incoming calls, coordinate deliveries and maintain a tidy and welcoming reception area. Assist with catering, meeting preparations, and basic administrative tasks for the CEO and management team. Maintain accurate customer, product, and order records in the ERP/CRM (Accentis). Prepare routine reports for the Sales Support team. Assist with continuous improvement initiatives to improve workflow and customer experience. Support cross-functional communication to ensure smooth daily operations. To be successful in this role, you'll bring: 95% order entry accuracy. Professional, timely responses to all customer enquiries. Accurate data tracking and reporting Proactive freight management, including timely resolution of issues. Effective reception coverage and adherence to brand standards. Active contribution to team culture and continuous improvement Friendly, confident, solution-oriented and able to manage expectations Clear, professional verbal and written communication skills Ability to work efficiently during peak times (8:30am–11am is the busiest period) Works collaboratively, supports colleagues and contributes to a positive culture. Comfortable navigating change, multitasking, and handling competing priorities. Proactively identifies ways to improve processes and customer experience. Experience & Qualifications: Minimum 5 years’ experience in Sales Support, Customer Service and Administration. Experience with ERP/CRM systems - Accentis, NetSuite, Dynamics365 Experience with freight management systems - MachShip, OneFlo - highly beneficial, but not essential Proficient in MS Office (Word, Excel, Outlook). Experience working within the sector - manufacturing or technical Basic understanding of products/technical specifications (e.g., transformers, lighting) appreciated What’s In It for You: Competitive salary Onsite parking available Amazing Employee Benefits Join an amazing team with great culture dynamic This role is required 5 days in the office Contact Jenny Hiep on (jhiep@fourquarters.com.au) with an updated resume. Please note: Only successfully shortlisted candidates will be contacted. Candidate must be based in VIC Please add your suburb of residence on your resume
