Customer Relations & Administration Coordinator

About the role

As our Customer Relations & Administration Coordinator, you'll be one of the main points of contact for customers and provide day-to-day administrative support across the business. You'll answer incoming calls and emails, take and update orders, respond to customer enquiries, help resolve issues and make sure matters are followed up. While much of the customer contact will involve our wholesale customers, you'll also assist with enquiries relating to our retail business and other areas of Golden Bakery when required. Administration is an important part of the role. You'll help maintain accurate customer and business records, update information in our systems, prepare and organise documents, manage follow-ups and assist with general office tasks that keep the business running smoothly. You'll work closely with production, deliveries, accounts, retail and management, so being organised and comfortable communicating with different parts of the business is important. It's a varied role suited to someone who enjoys helping customers, keeping things organised and making sure the details are taken care of.

Key responsibilities

• Answer incoming phone calls and emails and act as a first point of contact for customers.

• Respond to customer enquiries about orders, products, deliveries and general account matters.

• Take, enter and update customer orders accurately.

• Assist customers with order changes, availability and delivery enquiries.

• Resolve routine customer issues and coordinate with the appropriate team when further assistance is required.

• Follow customer enquiries and outstanding matters through to completion.

• Maintain accurate customer records, contact details, notes and follow-up information.

• Update customer and business information in internal systems.

• Maintain organised electronic and administrative records.

• Liaise with production, deliveries, accounts, retail and management to coordinate customer requests.

About you:

• Communicates clearly and professionally by phone and email.

• Is confident speaking with customers on the phone.

• Has strong attention to detail.

• Keeps accurate records and follows things up.

• Is comfortable working across phone calls, emails, orders and administration throughout the day.

• Can manage several tasks without losing track of what still needs to be done.

• Stays calm and professional when dealing with customer problems.

• Enjoys solving problems and taking ownership of their work.

Must Have:

• Strong customer service and communication skills.

• Good written and verbal English communication.

• Good computer literacy and confidence in learning new systems.

• Strong organisation and attention to detail.

• Ability to accurately enter and maintain customer and administrative information.

• Ability to manage multiple tasks and customer enquiries at the same time.

• Confidence in answering and making customer phone calls.

• Ability to work independently on routine matters and recognise when assistance or escalation is required.

• Valid working rights in Australia for the duration of employment.

Desirable:

• Previous experience in customer service, administration, sales administration, order processing, account coordination or customer success.

• Experience using a CRM, customer database or other business management system.

• Experience processing customer orders.

• Experience handling customer complaints or service issues.

• Experience working with wholesale or business customers.

• Experience in FMCG, food manufacturing, food distribution, retail or another order-based business.

• Experience working in a small or medium-sized business where team members work across different functions.

About us

Golden Bakery is a family-owned Perth bakery with a long history of producing quality baked goods, including pies, sausage rolls, pastries and other bakery products. From our Osborne Park production facility, Osborne Park and Perth City retail store, we serve both retail customers and a large network of wholesale customers across Western Australia.