Senior Customer Service & Sales Support Coordinator

Senior Customer Service & Sales Support Coordinator

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

Great customer relationships should also grow.

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

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

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

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

That’s how we work at Evrland.

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Join a Fast-Growing Australian Fragrance Brand

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

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

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.

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

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.

This is an important role within our team.

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About the Role

This is not a passive customer service position.

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.

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

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

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

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

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Existing Customer Management & Growth

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

You’ll be responsible for:

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

We’re looking for someone who understands that customer service and sales are connected.

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

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Sales Support & Coordination

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

This includes:

• Processing and completing unfinished sales orders
• Following up information required to finalise orders
• Following up customers when a sale is waiting on a decision or action
• Answering sales-related customer questions where appropriate
• Taking sales-support work off our salespeople so they can remain focused on selling
• Identifying new sales enquiries and assigning them to the appropriate salesperson
• Keeping CRM records, notes and customer stages accurate and up to date
• Making sure enquiries, opportunities and orders are properly followed through
• Coordinating customer and sales information so the team knows exactly where things stand

You should naturally notice when something hasn’t been completed — and want to get it finished.

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Managing Our Wholesale Inbox

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

You need to be able to quickly determine:

• What you should handle yourself
• What needs to go to a salesperson
• What is genuinely urgent
• What needs to be recorded or updated in our CRM
• What requires follow-up
• What can wait

You’ll respond to customers and leads, update systems, delegate enquiries and make sure important conversations reach the right person.

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

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

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

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

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You Need to Be Comfortable Selling

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

You’ll regularly speak with existing retailers about:

• Reorders
• Expanding their current range
• New product launches
• Additional products that may suit their store
• Unfinished orders
• Opportunities to grow their Evrland offering

We’re not looking for aggressive or pushy selling.

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.

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

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Technology Skills Are Non-Negotiable

We need someone who is an absolute whizz with technology.

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

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.

Experience with some of the following would be highly regarded:

• Shopify
• CRM systems
• Monday.com or similar platforms
• E-commerce systems
• Gmail / Google Workspace
• Xero
• Klaviyo or other email marketing platforms
• Cloud-based phone and SMS systems
• Spreadsheets and online business software

You don’t need to have used every platform we use.

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

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

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Senior Experience Required

This is a senior, autonomous position.

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.

You may be a great fit if you:

• Have 3+ years of relevant experience, including demonstrated senior-level responsibility
• Have taken ownership of customer accounts or relationships
• Have experience with upselling, account growth or sales
• Are confident making regular outbound customer calls
• Can manage more complex customer enquiries without constant escalation
• Have supported a sales team and helped opportunities move through to completion
• Can independently prioritise a busy workload
• Have strong CRM and systems experience
• Are commercially minded and comfortable being responsible for outcomes
• Have exceptional written English, spelling and grammar
• Can make sensible day-to-day decisions without constant direction
• Follow things through and close loops

Experience in wholesale, e-commerce, beauty, fashion, FMCG, retail brands or another fast-moving small business environment would be particularly valuable.

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

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

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The Type of Person Who Will Thrive Here

You can read an email and quickly understand:

What has happened.
What needs to happen next.
Who needs to handle it.
What needs to be recorded.

You don’t need every decision made for you.

You are exceptional at prioritising to stay focused on tasks.

You stay focused when multiple things are happening.

You notice unfinished work.

You follow things up.

You communicate extremely well.

You’re naturally good with customers.

You’re highly capable with technology.

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

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

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

• Account management
• Customer experience
• Sales operations
• Team coordination
• Commercial support

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.

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Hours

This position will initially be offered on a casual basis, with 35+ consistent hours available each week.

You must be available to work across Monday–Friday. Five-day availability is essential and non-negotiable.

The role is remote.

For the right person, there is an opportunity to move into permanent full-time employment as the role develops.

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Pay

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

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.

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

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How to Apply

Please send your CV + cover letter + short voice recording to:

••••@evrland.com.au

Subject line:

Senior Customer Service Application — [Your Name]

In your cover letter, tell us about a previous role where you had genuine senior level responsibility for both looking after existing customers and growing sales or customer accounts.

Voice Recording — 45–60 Seconds

Please imagine you’re calling an existing Evrland retailer.

They already stock a small Evrland range and have ordered from us before. We’ve recently launched a new product range that you believe would be a strong fit for their store.

Role-play how you would start the call, reconnect with the retailer and introduce the opportunity to them.

We want to hear how you naturally communicate with an existing customer while also confidently moving into a sales conversation.

We’re listening for warmth, confidence, commercial instinct and your ability to make an upsell feel natural — not a rehearsed sales pitch.

Applications without the voice recording will not be considered.