Job Description

Customer Service, Executive Assistant & Import Operations Support

Industry: Thermal Paper Rolls, Shipping Labels & Packaging Supplies
Employment Type: Full-Time
Work Arrangement: Remote / Work from Home
Working Hours: Australian Business Hours
Reports To: Managing Director

About the Role

We are seeking a highly organised and proactive Customer Service, Executive Assistant & Import Operations Support professional to support the daily operations of an Australian importer and wholesaler of thermal receipt rolls, EFTPOS rolls, direct thermal shipping labels and related consumables.

This is a hands-on, multi-functional role covering customer service, quotations, order processing, executive assistance, import and freight coordination, inventory control, accounts administration and sales support.

The successful candidate must have at least three years of experience supporting Australian businesses or customers You must be comfortable managing multiple priorities, communicating professionally with Australian customers and taking ownership of tasks through to completion.

Key Responsibilities

Customer Service and Order Management

• Respond promptly to customer enquiries by phone, email, website and other communication channels.
• Assist customers with product specifications, roll sizes, label dimensions, quantities, compatibility and delivery requirements.
• Prepare quotations for thermal rolls, shipping labels and related products.
• Follow up quotations and enquiries to convert opportunities into orders.
• Process sales orders accurately and confirm pricing, stock availability, delivery details and lead times.
• Provide customers with invoices, tracking information and delivery updates.
• Resolve delayed deliveries, shortages, damaged goods, incorrect orders, returns and account enquiries.
• Maintain strong relationships with resellers, wholesalers, distributors and direct business customers.
• Follow up customers for repeat orders based on their previous purchasing cycles.
• Identify cross-selling and volume-pricing opportunities.
• Maintain accurate customer records, pricing agreements, product requirements and communication notes.

Executive Assistant Support

• Manage the Managing Director's calendar, meetings, appointments and reminders.
• Monitor and organise emails, prioritising urgent customer, supplier and operational matters.
• Prepare reports, correspondence, meeting notes and action lists.
• Coordinate communication between management, employees, customers, suppliers, warehouses and freight providers.
• Follow up outstanding tasks and ensure agreed deadlines are met.
• Assist with document preparation, electronic filing and general administration.
• Handle confidential commercial, supplier and customer information professionally.

Import, Procurement and Supplier Coordination

• Prepare and issue purchase orders to local and international suppliers.
• Confirm product specifications, quantities, packaging, pricing and production timeframes.
• Coordinate with overseas manufacturers regarding production schedules and shipment readiness.
• Review commercial invoices, packing lists, bills of lading and other shipping documentation.
• Liaise with freight forwarders, customs brokers, shipping lines and transport providers.
• Track sea and air freight shipments from dispatch through to warehouse delivery.
• Maintain import shipment schedules and provide regular updates to management.
• Follow up delays, documentation issues, customs clearance matters and delivery discrepancies.
• Verify received stock against purchase orders and supplier documentation.
• Maintain organised supplier, purchasing, freight and import records.
• Assist with landed-cost calculations, including product costs, freight, duties, port charges and local delivery expenses.
• Escalate quality, quantity or specification discrepancies to management and suppliers.

Inventory, Warehouse and Logistics Support

• Coordinate customer orders with warehouses, suppliers, couriers and third-party logistics providers.
• Book deliveries and monitor orders through to successful completion.
• Follow up delayed, missed, incomplete or incorrectly delivered orders.
• Obtain proof of delivery and resolve freight-related issues.
• Monitor stock levels and identify products requiring replenishment.
• Maintain inventory forecasts based on sales activity, open orders and supplier lead times.
• Assist with stocktakes and investigate inventory discrepancies.
• Maintain order, inventory, freight, import and supplier tracking spreadsheets.
• Coordinate urgent or direct-to-customer deliveries when required.
• Assist with improving operational workflows, checklists and standard operating procedures.

Accounts Administration

• Create and issue customer invoices, statements and credit notes.
• Assist with accounts receivable and follow up overdue customer payments.
• Enter supplier bills and assist with accounts payable administration.
• Reconcile customer payments and maintain accurate transaction records.
• Assist with bank and payment reconciliations.
• Check freight, warehousing and supplier charges against quotations and supporting documents.
• Maintain records for purchases, freight charges, import expenses and operational costs.
• Keep customer, supplier and financial records current within the relevant systems.
• Escalate account discrepancies, overdue debts or pricing errors to management.

Sales and Business Support

• Prepare quotations, product information, specification sheets and volume-pricing schedules.
• Follow up warm leads, previous enquiries and inactive customer accounts.
• Contact existing customers to secure repeat orders before stock runs out.
• Support outbound email and telephone sales campaigns.
• Maintain the CRM and record customer activity, order history and follow-up dates.
• Assist with promotions, email campaigns and customer database updates.
• Research prospective wholesalers, distributors, resellers and high-volume end users.
• Identify opportunities across retail, hospitality, logistics, warehousing, healthcare, government and e-commerce sectors.
• Support tenders, wholesale proposals and large-volume pricing requests.
• Assist with product listings, pricing updates and basic website administration.

Product Categories

The role may support products including:

• Thermal receipt rolls
• EFTPOS and POS rolls
• 80mm x 80mm thermal rolls
• Direct thermal shipping labels
• 100mm x 150mm shipping labels
• Barcode and warehouse labels
• Custom-printed thermal rolls
• Label rolls in different sizes, cores and quantities
• Related packaging and point-of-sale consumables

Previous experience with these products is advantageous but not essential. Training will be provided; however, the successful candidate must be willing to learn product specifications thoroughly.

Skills and Experience

• Minimum five years of experience supporting Australian businesses or working directly with Australian customers is essential.
• Strong experience in customer service, executive assistance, administration, wholesale operations or sales support.
• Experience in importing, wholesale distribution, consumables, packaging, office supplies, logistics or e-commerce is highly advantageous.
• Professional telephone manner and excellent written and spoken English.
• Experience preparing quotations, processing orders and managing customer enquiries.
• Experience coordinating international suppliers, freight forwarders, customs brokers, warehouses or third-party logistics providers.
• Understanding of purchase orders, commercial invoices, packing lists and shipping documentation.
• Working knowledge of invoicing, accounts receivable and accounts payable.
• Strong Microsoft Excel or Google Sheets skills.
• Experience using CRM, accounting, inventory management or e-commerce platforms.
• Strong numerical ability and attention to product specifications, quantities and pricing.
• Excellent organisation, prioritisation and time-management skills.
• Ability to work independently without constant supervision.

Personal Attributes

• Proactive and willing to take full ownership of responsibilities.
• Customer-focused, commercially aware and solutions-oriented.
• Reliable, responsive and accountable.
• Confident following up customers, suppliers and service providers.
• Calm and professional when handling complaints or delivery problems.
• Able to identify operational issues early and recommend practical solutions.
• Highly accurate when managing product specifications, pricing and order quantities.
• Comfortable working in a fast-paced small-business environment.
• Flexible and willing to perform a broad range of responsibilities as business needs change.

Key Performance Indicators

Performance will be measured against:

• Speed and quality of customer responses.
• Accuracy of quotations, purchase orders, sales orders and invoices.
• Quotation conversion and repeat-order activity.
• Timely follow-up of leads, customers and overdue accounts.
• Accuracy of product specifications, pricing and inventory records.
• Successful coordination of imports and customer deliveries.
• Reduction in unresolved customer, supplier and freight issues.
• Maintenance of appropriate stock levels and replenishment schedules.
• Accuracy of CRM, accounting and operational records.
• Completion of executive and operational tasks by agreed deadlines.

How to Apply

Please submit your résumé together with a short cover letter outlining your experience in:

• Supporting Australian/International businesses or customers
• Customer service and quotation preparation
• Order processing and inventory coordination
• Import, freight, warehouse or supplier coordination
• Accounts and executive administration

Candidates should provide specific examples of their experience working directly with Australian/International customers and explain how they have managed orders, deliveries, suppliers and operational issues from start to completion.