Customer Success & Sales Support Specialist
BruntWork
Hybrid
Remote
Full Time
This is a remote position.
Schedule:- Mondays to Fridays, 9:00 am to 5:00 pm, with 1-hour unpaid break
- Saturdays, 9:00 am to 2:00 pm
- Client time zone: Melbourne, Australia
Position Overview:
As our Customer Success and; Sales Support Specialist, you’ll be the frontline voice of the business , responsible for handling customer inquiries, supporting sales, managing order workflows, and coordinating with suppliers and internal teams to ensure smooth daily operations. This is a proactive, voice-enabled role that demands sharp communication, high attention to detail, and the ability to solve problems independently while keeping the leadership team informed.
Key Responsibilities:
- Customer Service and Call Management
- Make outbound calls to:
(1) follow up on quotes and design approvals
(2) confirm e-commerce orders
(3) re-engage missed inquiries and cold leads
- Monitor and respond to:
(1) email inbox (must be cleared daily - no pending emails)
(2) live chat, contact forms, and social media DMs
- Listen to call recordings for follow-ups and flag only where escalation is required
- Sales Admin & Shopify Management
- Process all Shopify orders with verified details (emails, notes, sizes)
- Confirm addresses and generate shipping labels (send for internal approval before processing)
- Monitor abandoned carts and follow up with tailored recovery messages
- Draft manual orders for customers as needed
- Quotations, Artwork and Embroidery Coordination
- Follow up persistently until a decision is made (approve, reject, delay)
- Liaise with embroidery suppliers (Fanso, Shiny) via WhatsApp/email
- Track embroidery timelines (ETA: 7 business days) and update customers Returns, Deliveries & Dispatch
- Monitor and process Loop returns/exchanges with warehouse coordination
- Persuade customers to exchange over refunds when issues arise
- Generate return labels via Australia Post and follow up for receipts
- Book Uber deliveries for urgent/local shipments and confirm receipt
- After shipping, update customers via email, Shopify, and QBO invoices
- Invoicing and Account Coordination
- Send invoices via Xero or QuickBooks - Apply correct tracking categories (e.g. Wholesale, Amazon)
- Reconcile payments and monitor clearing accounts
- Flag and follow up on unpaid invoices until resolved
- Customer Retention and Outreach
- Re-engage via email/phone, gather feedback, offer reorder deals
- Conduct outbound outreach to:
(1) restaurants
(2) TAFEs
(3) food factories - Track all outreach and lead progress in Google Sheets or CRM
- Share confirmed leads via email for full team visibility
Daily Must-Do Routine
Check and validate all pending Shopify orders
Follow up on all outstanding quotes and designs
Communicate with embroidery suppliers for live updates
Send invoice reminders and log customer responses
Process returns and exchanges via Loop Returns
Monitor incoming/missed calls and follow up promptly
Clear inbox fully and respond to every customer
Update Internal team and manager with a daily summary:
a) Tasks completed
b) Pending issues
c) Escalations needed
Check stock levels and flag low inventory
Confirm all Uber deliveries and obtain customer acknowledgements
Success Expectations
- All communication is to be prompt, professional, and solution-oriented
- Inbox must be cleared daily — no pending emails
- Handle issues independently within SOPs; escalate only when necessary - Ownership mindset — see tasks through from start to finish
- Deliver consistent, high-quality support across all channels
Requirements
- 1–3 years’ experience in customer service or admin support roles
- Clear and confident spoken English; strong written communication
- Experience handling inbound and outbound phone calls
- Familiarity with Shopify, Canva, QuickBooks/Xero, and Google Sheets
- Ability to work full Melbourne AEST hours consistently
- Strong attention to detail, proactive attitude, and excellent follow-through
Benefits
Independent Contractor Perks:- HMO coverage for eligible locations
- Permanent work from home
- Immediate hiring
- Steady freelance job
Please note that since this is a permanent work-from-home position and an “Independent Contractor” arrangement, the candidates must have their own computer and internet connection. They will handle their benefits and taxes. The professional fees are at hourly rates, and the rate depends on your performance in the application process.
ZR_26056_JOB
Customer Success & Sales Support Specialist
Hybrid
Remote
Full Time
August 19, 2025