AUS - Customer Support Admin (email + systems) (006-1393)

We are an Australian company specialising in the design and supply of rainwater, gutter protection and plumbing products. We support customers across a range of residential and trade-related needs, with a strong focus on responsive service, reliable products and efficient order fulfilment. Our team is growing, and we’re looking for someone who can help keep customer requests and operational follow-ups moving smoothly. 

We’re looking for a Customer Support Admin to help keep customer requests, orders and follow-ups moving quickly and accurately behind the scenes.

Our client is an Australian company supplying rainwater harvesting, gutter guard and plumbing products. You’ll work closely with the phone team, warehouse and freight partners to make sure customer requests are actioned promptly and nothing gets left unresolved.

This is a non-phone customer support role. You won’t be required to call customers, although you may make calls to carriers, suppliers and other business partners when needed.

You’ll also use AI as part of your everyday workflow — checking AI-drafted work, correcting errors and making sure the final output is accurate before it goes out.

• →Pick up phone-team follow-ups within 30 minutes, including quotes and freight quotes, returns and return labels, order changes, recap emails and installation guides
• →Chase carriers such as StarTrack, Toll, Australia Post and other freight providers
• →Request custom stickers, signs and other items required to fulfil customer requests
• →Investigate delivery issues and wrong-goods problems by checking carrier records, proof of delivery and warehouse information
• →Document findings clearly and make sure the appropriate follow-up is completed
• →Manage everyday email tickets covering dispatch and tracking, returns and credits, payments and web orders
• →Keep tasks moving and close the loop on customer and internal requests
• →Review and complete AI-drafted work, checking for accuracy and flagging information or responses that don’t look right
• →Make supplier and carrier calls when required to resolve issues

• Fast and accurate administration and data-entry skills
• Clear, professional written English
• Strong attention to detail
• Comfortable working with ticketing systems, ERP/business systems and AI tools
• Able to manage a high volume of requests without losing accuracy
• Proactive and organised, with a strong habit of following tasks through to completion
• Comfortable working independently in a remote environment

As part of your application, please provide:

1. An example of a process you have made faster, simpler or more efficient in a previous role. Briefly explain the problem, what you changed and the result.
2. An example of an AI tool you use or have used at work, including how you use it in your day-to-day workflow.

• Experience with Zendesk
• Experience with Microsoft Dynamics 365 Business Central
• Logistics, freight or warehouse experience
• Experience working with building, plumbing or related trade products

AI is part of the everyday workflow in this role. You’ll use AI tools to help complete tasks more efficiently, but you’ll also be expected to apply your own judgement and check the work carefully.

We’re particularly interested in people who naturally look for ways to improve processes, reduce repetitive work and make administrative tasks faster without compromising accuracy.

This role is aligned with Australian business hours and requires reliable availability during the agreed working window.

This is a remote role that will be set up as an independent contractor engagement.

To ensure alignment and transparency, successful candidates will be expected to:

• Disclose any existing ongoing roles or client work
• Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”)