Key Account Support Coordinator

About the Role

We are seeking a Key Account Support Officer to support a leading Australian FMCG customer. This role partners closely with the National Business Manager to ensure high‑quality service delivery in a fast‑paced contract manufacturing environment. The position is a critical customer‑facing and coordination‑focused role, requiring close collaboration with internal teams across sales, production, logistics, and finance. The ideal candidate will be proactive, detail-oriented, and customer-focused, assisting in maintaining strong, long-lasting relationships with customers while ensuring smooth customer service support. This role offers structured guidance and mentorship, with opportunities for longer‑term development within the business.

Key Accountabilities:

• Customer Support & Inquiry Management, act as the primary point of contact for key customers, managing inquiries, complaints, and feedback professionally and efficiently
•  Provide accurate and timely updates on product availability, pricing, order status, and delivery timelines
•  Proactively communicate any changes or delays to ensure a high level of customer satisfaction
•  Resolve customer complaints and product-related issues with empathy and professionalism
•  Work closely with internal teams to deliver swift resolutions, escalating as required
•  Identify opportunities to improve processes and enhance customer experience
• Build and maintain strong, long-term customer relationships
• Participate in internal and customer WIP meetings, providing updates and managing follow-ups
• Collaboration and Coordination, Liaise with Sales, Production, Logistics, and Finance to ensure smooth order fulfilment
• Ensure customer requirements are clearly communicated across teams
• Support the National Business Manager with quotations, order processing, and documentation
• Generate reports on service metrics and performance

About You:

•  Minimum 5 years’ experience in customer service, sales support, or project coordination
•  FMCG or manufacturing experience preferred
• Strong communication, organisation, and problem-solving skills
•  Experience with SAP and Microsoft Office Suite