Senior Customer Service Representative / 2IC

Flooring Xtra Commercial | Carrum Downs | Full-time

• Monday to Friday

• On-site parking

This is not your typical customer service role.

Flooring Xtra Commercial operates in a fast-moving environment supporting builders, site supervisors, installers, suppliers and customers across both construction and ongoing maintenance work. Priorities change, problems need solving, and people rely on our Customer Service team to keep jobs moving.

We are looking for an experienced flooring professional to join our Commercial team as a Senior Customer Service Representative / 2IC.

This role is suited to someone who knows the flooring industry, can work independently, confidently manages competing priorities and takes ownership when something needs to be resolved.

What you'll be doing

You will work across the day-to-day customer service and administration requirements of Flooring Xtra Commercial, including:

• Working primarily at a desk, managing a high volume of system-based tasks, calls and emails

• Managing jobs and workflow from end to end with a high level of accuracy

• Acting as a key contact for Builders, Site Supervisors, Installers, Suppliers and customers

• Managing construction requirements alongside maintenance, warranty and rectification matters

• Investigating issues, finding solutions and following matters through to resolution

• Processing invoicing, supplier claims, credits, recharges and purchase orders

• Identifying discrepancies in pricing, meterage and documentation before they become bigger problems

• Keeping job information, notes and documentation accurate and up to date

• Supporting Account Managers and Business Development Managers to keep jobs progressing

• Identifying priorities, delays and risks and taking action or escalating where required

• Supporting new team members with processes and system usage

• Contributing to process improvements and the ongoing development of effective ways of working

These responsibilities reflect the substantive Commercial CSR role and its existing expectations around workflow, maintenance, financial processing, training and process improvement. 

What we're looking for

Previous flooring industry experience is essential.

Just as importantly, we're looking for someone who:

• Is self-sufficient and comfortable getting on with the job without needing to be continually directed

• Is assertive and confident dealing with different stakeholders

• Is proactive and follows things up rather than waiting to be chased

• Is resilient and remains professional when the pressure is on

• Can adapt their communication style to different people and situations

• Takes ownership and sees an issue through to the end

• Has excellent attention to detail and understands the importance of accurate systems and documentation

• Can assess competing priorities and work methodically in a busy environment

• Is calm, practical and solutions focused

• Picks up new systems and software quickly and adapts well to process/system changes

Those attributes are also consistent with the existing PD's requirements for independent problem solving, organisation, accuracy, communication and managing competing priorities.

The opportunity

This is an opportunity to take on a senior position within Flooring Xtra Commercial and play an important role in keeping our customer service operation moving.

You'll join a team that works closely with customers, builders, installers, and internal stakeholders every day, where initiative, accountability, and follow-through genuinely matter.

If you have strong flooring industry experience and you're ready to take ownership in a busy commercial environment, we'd love to hear from you.

Apply now.

About us

Vision
To be Australia's best flooring brand

Purpose
To provide our customers with a fabulous flooring experience

Values

• Excellence - Being reliable, pro-active & professional

• Show You Care - Treat others with respect and dignity. Friendly & enthusiastic involvement

• Collaboration - Work as a team, be open to other ideas

• Innovation - Thinking outside the square for solutions and strategies. Listening to new ideas. Be flexible and open to change

• Customer Centricity - Providing a positive customer experience. Puts the needs and requirements of a customer ahead of anything and everything else