Job Title: Operations & Customer Support Coordinator
Location: Remote
Start Date: Immediate
Job Type: Full-Time (40 hours per week)
Job Summary
We are seeking a highly organised Operations & Customer Support Coordinator to manage orders, customer communication, and production workflows for a fast-moving sports merchandise business. This role sits at the centre of customer service, supplier coordination, logistics, and internal operations ensuring every order moves smoothly from purchase to delivery. You will liaise with club partners, overseas manufacturers, freight agents, and internal teams while also supporting marketing scheduling and day-to-day administration.
Key Responsibilities
Administrative & Marketing Support
- Assist the Director with day-to-day administrative tasks
- Coordinate local order fulfilment by managing tasks through Trello for on-site staff
- Maintain organised documentation, reports, and operational records
- Support internal process improvements and workflow optimisation where possible
- Marketing and social media campaigns scheduling across different platforms
- Basic knowledge of graphic design
Account Coordination
- Serve as the primary point of contact for club partners regarding orders, updates, and general inquiries
- Maintain accurate records of customer interactions, order statuses, and communications
Order & Production Management
- Receive customer orders and initiate the design and production process
- Coordinate design approvals and prepare production design packs or sublimation files
- Build and submit production orders to suppliers
- Monitor production timelines and proactively flag potential delays
- Communicate clearly with customers regarding order progress and resolve issues promptly
Freight & Logistics Coordination
- Liaise with freight agents in China to arrange shipments to Australia
- Track shipments and provide timely delivery updates to customers and internal stakeholders
- Ensure smooth delivery and assist in resolving logistical challenges
Customer Service
- Respond to customer inquiries via email in a professional and timely manner
- Provide regular updates on order and shipment status
- Handle escalations calmly and de-escalate issues effectively
Qualifications
- Excellent written and verbal communication skills in English
- Strong organisational skills with the ability to manage multiple tasks and priorities
- Proven experience working remotely and independently
- Experience using Microsoft tools including Outlook, Teams, OneDrive, and Office applications
- Strong experience with Shopify platform (creating and managing products and bundles, handling orders and basic order administration)
- Working knowledge of Trello or similar task/project management tools
- Strong attention to detail and ability to meet deadlines consistently
- Previous customer service or operations support experience preferred
Preferred Attributes
- Familiarity with supply chain, production, or logistics workflows
- Experience coordinating with international suppliers or freight partners
- Ability to support social media scheduling and posting (content provided)
- Experience working with small, fast-moving teams in an operational or coordination role
- Interested in football
Application Process
To apply, please submit the following to [Confidential Information] and use the email subject Applicant: Operations & Customer Support Coordinator
- Updated resume
- Cover letter
- 1-minute Introduction Video
- Photo of work set up at home
- Screenshot of laptop specs and speedtest
*Note: incomplete applications will not be considered
Pre-hiring Requirements: (Not mandatory at this stage, but great to have ready)
To Help Us Move Quickly Through The Hiring Process, It Would Be Beneficial If You Already Have The Following Available Or Prepared
- 3 Character references (should be your current / previous lead or manager)
- Valid copy of NBI Clearance (for Filipino candidates)
- Valid copy of Police Clearance Certificate (for non-Filipino candidates)
