Customer Service & Sales Support Specialist

Help us build a stronger customer experience

SPITWATER is building a central Customer Experience team to make it easier for customers to get the right help, faster.

We’re looking for an experienced Customer Service & Sales Support Specialist who is organised, confident on the phone and comfortable taking ownership of customer enquiries from start to finish.

This is more than a traditional customer service or administration role. You’ll work across sales, service, spare parts and general customer enquiries, helping customers get the right information and making sure nothing gets lost between teams.

You’ll need to be comfortable asking questions, following things up, keeping customers informed and working with different parts of the business to get to the right outcome.

You don’t need to know our products on day one, but you do need to be curious, practical and willing to learn.

About SPITWATER

SPITWATER is a trusted Australian name in commercial and industrial cleaning equipment.

We supply high-performance pressure cleaners, space heaters, commercial vacuums, scrubber dryers, chemicals, accessories and service support to customers across industries including transport, agriculture, manufacturing, construction, government, food and beverage, contract cleaning and trade services.

Our equipment is built for serious work and our customers rely on us to help them get the job done right.

We’re also changing the way we support those customers, with better systems, clearer processes and a more connected national customer experience.

That’s where this role comes in.

About the role

As our Customer Service & Sales Support Specialist, you’ll be one of the main points of contact for customers reaching SPITWATER by phone, email, website and through our CRM.

Some enquiries will be straightforward. Others will require you to ask more questions, identify the right product or spare part, speak with another team, follow something up or work out who is best placed to help.

We’re not looking for someone who simply forwards enquiries.

We’re looking for someone who owns them.

You’ll support customers directly where you can and work closely with Sales, Service, Product, Operations and Finance when you need additional information or technical support.

The role will initially support Brisbane enquiries and customer activity, with the opportunity to support our Sydney and Melbourne Service Centres as the centralised model develops.

Because this is a growing function, not every process will be perfectly polished on day one. You’ll need to be comfortable with change, help tighten up the way we work and speak up when something could be done better.

What you’ll be doing

• Responding to customer enquiries by phone, email, website and HubSpot

• Understanding what the customer actually needs, rather than simply taking an order or passing on a message

• Asking the right questions about application, location, timing, equipment and support requirements

• Helping customers with machines, spare parts, accessories, chemicals and service enquiries

• Supporting technical spare parts enquiries by gathering accurate information and working with our Product and Service teams when required

• Providing approved pricing, product availability and general product information

• Qualifying and routing sales opportunities to the right Account Manager

• Supporting quote preparation, revisions and customer follow-up

• Helping with order entry, customer account setup and general sales administration

• Supporting service booking administration and customer updates where required

• Keeping customer, company, lead, ticket and deal records accurate in HubSpot

• Following agreed customer handoff and escalation processes

• Keeping customers updated when something requires further investigation

• Following enquiries through rather than assuming somebody else has picked them up

• Identifying recurring customer issues, process gaps and opportunities to make things easier

• Helping us build better scripts, templates, workflows and customer support processes as the team develops

You’ll probably do well here if

• You naturally take ownership rather than waiting to be told what to do next

• You’re confident picking up the phone and having a proper conversation with a customer

• You’re organised and can juggle multiple enquiries without losing track of the details

• You follow things through and close the loop

• You notice when something doesn’t look right and do something about it

• You ask questions when you don’t understand something instead of guessing

• You’re comfortable learning technical products and terminology

• You communicate clearly with customers and with the people you work with

• You can stay calm and professional when a customer is frustrated

• You’re comfortable working across different systems and keeping records up to date

• You like improving the way things are done rather than working around the same problem every week

• You can work at pace without becoming sloppy

What we’re looking for

You’ll ideally have experience in customer service, sales support, administration, customer coordination or a similar role.

You’ll also bring:

• Strong phone and email communication skills

• Excellent follow-up habits

• Good attention to detail

• Confidence working across multiple enquiries and priorities

• Experience using HubSpot or another CRM, or the ability to pick up systems quickly

• A practical and professional approach to customer problems

• The ability to work with Sales, Service, Operations, Finance and Product teams

• Strong administration and record-keeping habits

• A genuine interest in learning how products work and how they are used

Experience in commercial equipment, trade services, industrial products, machinery, automotive, agriculture, transport, service operations or a technical environment would be an advantage, but it isn’t essential.

We’re more interested in how you work, how you communicate and whether you take ownership.

Why join SPITWATER?

This is a chance to join a well-established Australian business at a point where we’re improving the way we work nationally.

You’ll be joining a new Customer Experience function rather than stepping into a role that has been done the same way for the past ten years.

That means you’ll have the opportunity to help shape how the team works, improve processes and make a real difference to the experience our customers have when they contact us.

You’ll receive product and systems training and work alongside experienced people across Sales, Service, Product and Operations.

Most importantly, you’ll be part of a team that values people who take responsibility, help each other out and get things done.

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