Location: Sydney, NSW (On-site)

Employment Type: Full-Time

About Us

At BONIIK, we are Australia's leading official distributor and retailer of authentic Korean Beauty, skincare, and cosmetics. From top consumer skincare trends to wholesale retail distribution across the country, we connect K-Beauty fans and commercial stockists with world-class brands.

The Role

In this highly operational customer service role, you will bridge the gap between our customers (B2C & B2B), systems, and supply chain. You will manage incoming inquiries, maintain clean inventory/order data in our backend systems, and work closely with logistics partners to ensure timely delivery.

Key Responsibilities:

Logistics & Order Tracking (B2B & B2C):

- Serve as the main point of contact for order status, shipment tracking, dispatch delays, and delivery inquiries for both retail shoppers and wholesale stockists.
- Liaise directly with courier partners (e.g., Australia Post, freight carriers) and our warehouse team to resolve missing shipments, transit delays, and address corrections.
- Coordinate split shipments, backorders, and inventory transfers between warehouses and fulfillment hubs.

System Updates & Operations Data:

- Update order statuses, tracking numbers, and delivery logs daily in Shopify Plus and inventory systems.
- Maintain exact records of wholesale order progress from initial booking to final dispatch.
- Update stock availability tags, pre-order dates, and SKU details across backend channels so sales and support teams have real-time visibility.
- Log and track return requests (RMAs), damaged item reports,



and stock adjustments for inventory accuracy.

Customer Care & Issue Resolution:

- Assist B2C customers via chat, email, and phone regarding delivery status, missing packages, and product queries.
- Communicate proactively with B2B wholesale accounts regarding dispatch timelines, out-of-stock items, and freight schedules.
- Provide empathetic, solution-focused assistance to turn potential delivery frustrations into positive brand experiences.

Who You Are

- Operations & Logistics Focused: You love systems, tracking numbers, and making sure every package gets from A to B efficiently.
- Tech & Data Savvy: Comfortable navigating e-commerce systems (Shopify Plus, inventory management software, CRM/helpdesk tools like Gorgias or Zendesk) and updating back-end records with high accuracy.
- Strong Communicator: Ability to translate complex logistics updates into clear, polite communications for retail customers and commercial clients alike.
- Problem Solver: Calm under pressure when dealing with courier delays, stock discrepancies, and urgent shipping changes.
- Beauty Enthusiast: A interest in skincare/cosmetics is a fantastic plus!

What We Offer

- Competitive Salary Package + generous employee discount across our entire K-Beauty catalog.
- Free Products & Samples: Regular product gifting and early access to new brand launches.
- Career Growth: Opportunities to develop your skills in supply chain operations, e-commerce management, and customer experience.
- Vibrant Culture: A supportive, fast-paced team environment in Sydney.

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📌 Customer Support Officer (New South Wales)
🏢 Boniik
📍 New South Wales