This successful international business partners with some of Australia’s leading online retailers and marketplaces, including Temple & Webster, Freedom Furniture, Fantastic Furniture, Woolworths Marketplace, Bunnings and more. Operating through a B2B dropship model, they play a critical role in fulfilling orders and delivering a seamless experience to both retail partners and their customers.
Reporting to the eCommerce Manager, this newly created hands-on role will support the day-to-day running of the customer service function and enhance the overall customer experience across all channels.
Working cross-functionally with Buying, Warehouse, 3PL, Logistics, and the wider Online team, you will play a key role in resolving issues, improving workflows, and ensuring smooth operations.
Your varied key responsibilities will involve:
• Supervising 2 offshore Customer Service team members, including mentoring, development, and performance management
• Overseeing daily customer service operations across multiple platforms and retail partners
• Managing escalated customer issues, including refunds, credit claims, change of mind cases (non re-stockable), order-related concerns, and reportable cases
• Building, documenting, and improving SOPs, workflows, and processes
• Maintaining CRM accuracy and delivering regular reporting and actionable insights
• Identifying recurring issues and trends, driving root cause analysis and continuous improvement
• Preparing retail customer reporting by case type
• Working closely with internal teams (Buying, Warehouse, 3PL, Logistics) to improve processes and customer outcomes
• Supporting order management and stock-on-hand (SOH) uploads as required
• Driving customer satisfaction and service standards across the Online business
• Managing credits reporting, including discrepancies and liaison with Accounts and retail partners
• Collaborating with senior stakeholders to implement practical, customer-focused improvements
About you…
• Previous experience in a Team Leader, Supervisory, or Management role
• Experience in customer service within an online, eCommerce, and/or retail environment
• Experience managing and mentoring offshore teams (BPO environment preferred)
• Strong experience handling escalations, refunds, and credit claims
• Solid understanding of SOPs, workflows, and process improvement
• Analytical mindset with the ability to identify root causes and implement solutions
• Highly organised, with strong attention to detail and ability to manage competing priorities
• Familiarity with ERP systems, stock movement, and related transactions
• Experience with CRM platforms such as Freshdesk (or similar)
• Intermediate Excel skills with reporting and data analysis experience
• Customer-first mindset with a calm, adaptable, and solutions-focused approach
Benefits
• Newly created opportunity to shape and influence the customer service function
• Work with leading Australian retail brands in a fast-paced eCommerce environment
• Make a meaningful impact on customer experience and operational efficiency
• Collaborative and supportive team culture
• Strong potential for career growth and development
• Competitive salary package + Super + free parking + hybrid working (after 6 months) + additional perks
If you’re a proactive leader who enjoys building a high-performing small team and improving processes we look forward to speaking with you!
