We're currently hiring a Full-Time Wholesale Customer Success Coordinator to join our team at our Osborne Park location.
The hours for this role will be:
As our Wholesale Customer Success Coordinator, you'll be the day-to-day contact for our wholesale customers across Western Australia.
You'll answer their calls and emails, take and update orders, help with delivery and product questions, resolve issues, and make sure customers know what's happening when something needs follow-up.
A big part of the role is keeping customer information accurate and up to date so the rest of the business can easily understand what has happened, what still needs to be done, and who is looking after it.
You'll work closely with our wholesale, production, delivery and accounts teams to keep things moving and make Golden Bakery easy to deal with.
It's a role built around good communication, accuracy, follow-through and taking ownership of the small things that make a big difference to customers.
Answer incoming customer calls and emails and act as a first point of contact for wholesale customers.
Process wholesale orders accurately and help customers with changes, availability, delivery and product questions.
Resolve routine customer issues directly and coordinate with other teams when further action is needed.
Follow customer matters through to completion rather than leaving the customer to chase for an answer.
Keep customer records, contact details, notes and follow-ups accurate and up to date.
Help new and existing customers understand our ordering process and business systems.
Work with production, deliveries, accounts and the wider team to make sure customer requests are handled correctly.
Identify recurring customer issues or changes in ordering behaviour and raise them with the appropriate person.
Support existing customers with relevant product information and opportunities where appropriate.
Help your teammates with customer-related administration and day-to-day tasks when required.
A background in customer service, order processing, sales support, customer success or a similar administrative role is helpful, but reliability, good judgement and genuine care for customers matter more.
Excellent written and verbal communication.
Confident and comfortable speaking with customers on the phone.
Strong attention to detail, particularly when handling orders and customer information.
Comfortable learning and using business systems; we'll teach you ours.
Organised across phone calls, emails, orders and follow-ups at the same time.
Reliable, calm and professional when something goes wrong.
Enjoy solving problems and taking ownership rather than simply passing issues on.
Good at following things through and making sure nothing gets forgotten.
Comfortable working with different parts of the business to get an answer for the customer.
Willing to learn our products, customers and processes.
Work well in a small team where people help each other when needed.
Essential
Strong customer service and communication skills.
Good computer literacy and confidence learning new systems.
Strong organisation and attention to detail.
Ability to manage several tasks and customer enquiries at the same time.
Ability to work independently on routine matters and recognise when something needs to be escalated.
Full working rights in Australia.
Desirable
Previous experience in customer service, sales administration, order processing, account coordination or customer success.
Experience using a CRM or customer-management system.
Experience working with wholesale, B2B, FMCG, food distribution or another order-based business.
Experience dealing with customer complaints or service issues.
Experience working in a small business environment.
