Customer Service Specialist

📍 Location: Burleigh Heads
🕒 Work Type: Full Time
💼 Industry: Customer Service / Administration

About the Role

Pacific Optics is seeking a highly organised and detail-oriented Customer Service Specialist to join our growing team.

This is a key admin-focused role supporting customer orders, account setup and internal coordination to ensure a smooth and efficient service experience for both our customers and sales team.

You’ll work closely with our Customer Service, Sales and Warehouse teams to keep orders moving, maintain accurate records and support daily operational processes.

Key Responsibilities

Order & Process Support

• Process manual orders accurately

• Coordinate order flow through to warehouse/shipping teams

• Assist with order adjustments and general order administration

• Support allocation and order flow coordination

Customer Setup & Administration

• Set up new customer accounts in internal systems

• Assist with onboarding customers to the B2B portal

• Send credit application forms and onboarding documentation

• Maintain accurate customer records and information

Internal Coordination

• Liaise with warehouse teams on order-related matters

• Assist with delivery tracking and follow-ups

• Support internal requests including invoice transfers and stock coordination

Team Support

• Provide phone and inbox support during busy periods

• Assist the Customer Service team with general administrative tasks

• Help ensure smooth daily workflow across departments

• Provide support in the processing of credits and refunds

• Support with sales rep escalations

About You

• Experience in administration, customer service or order processing

• Strong attention to detail and accuracy

• Highly organised with the ability to manage competing priorities

• Confident communicator with a professional phone manner

• Comfortable working across multiple systems and learning new processes

• Positive, team-focused attitude and willingness to help where needed

Desirable (but not essential)

• Experience in a B2B environment

• Experience using ERP, CRM, or order management systems

• Background in order processing, logistics, or customer account administration

Who This Role Suits

This role is ideal for someone who enjoys being the person that keeps things running smoothly behind the scenes. You’ll be organised, reliable, and take pride in accuracy, while still enjoying occasional customer interaction and teamwork.

If you’re looking for a role where you can make a real impact on daily operations and be part of a collaborative team, we’d love to hear from you.

Why Join Us?

• Supportive, team-oriented workplace culture

• Opportunities to grow and develop your skills

• Monday to Friday (no weekends), 8am–4pm

• Flexible working (WFH Fridays after onboarding)

• Competitive salary, team events and career development

About Us

Pacific Optics is an award-winning, successful company that supplies market-leading brands throughout Australia and New Zealand into Pharmacy, Airports, Gift and Petrol & Convenience channels.

We are a growing business that provides a challenging and rewarding environment.

If you are a dynamic and customer-focused individual who is excited to join a supportive customer service team, we encourage you to apply for this position. Please click “Apply Now” to submit your application.