About the Role

We’re looking for an operationally minded and process-driven person to join our locally owned and operated Melbourne-based jewellery brand. This role is suited to someone who combines a strong customer-first mindset with a genuine interest in understanding how things work and identifying opportunities to improve the way we operate.

Experience in an eCommerce environment is highly desirable. The ideal candidate will understand the connection between customer experience, order management, production workflows, and inventory processes. They will enjoy working across different areas of the business, collaborating with teams, and contributing ideas that help improve processes and outcomes.

This role is a key connection point between our customers and internal teams, ensuring customers receive accurate, timely, and thoughtful communication throughout their Linden Cook experience. The successful candidate will manage customer enquiries, coordinate across teams, support operational processes, and contribute to improving the systems and ways of working that support our growing business.

Key ResponsibilitiesCustomer Care & Customer Communication

- Manage customer enquiries across phone, email, and web chat, providing timely, accurate, and empathetic responses.
- Support customers with order queries, made-to-order updates, personalisation requests, product information, and customer journey updates.
- Liaise with internal teams to gather accurate information and provide clear updates to customers.
- Ensure customer follow-ups are organised, tracked, and completed.
- Build strong product and process knowledge to confidently support customer conversations.

Cross-Team Coordination & Operations Support

- Collaborate with jewellers, production, retail, finance, and operations teams to ensure accurate communication and smooth customer outcomes.
- Develop a strong understanding of business systems, processes, and workflows.
- Support the Impression team with processing and task management during busier periods.




- Adapt priorities and provide support across different areas of the business as required.
- Identify opportunities to improve processes, systems, and ways of working.

Stock Ordering & Inventory Coordination

- Coordinate stock ordering across relevant teams and maintain visibility of stock requirements.
- Monitor stock on hand and stock movement to support accurate inventory management.
- Work closely with Finance, Production, Retail, and suppliers to support reporting, forecasting, and stock decisions.
- Identify opportunities to improve stock accuracy and operational efficiency.

About You You will bring:

- Experience working within an ecommerce setting (highly desirable).
- Strong written and verbal communication skills, with confidence communicating across phone, email, and online channels.
- A customer-first mindset with empathy and the ability to manage expectations.
- Excellent organisation skills and attention to detail.
- The ability to manage multiple priorities, follow-ups, and deadlines.
- Confidence learning and working across different systems and platforms.
- Strong Excel skills and the ability to analyse information and identify trends.
- A willingness to improve processes and find better ways of working.
- The ability to think on your feet, problem solve, and adapt when priorities change.
- An understanding of basic stock movement, inventory management, and stock-on-hand processes.

Experience That Would Be Highly Valued

- Ecommerce customer support and online retail operations.
- Order management systems, CRM platforms, or ecommerce platforms.
- Made-to-order or personalised products where accuracy and communication are critical.
- Coordinating between customers, production teams, suppliers, and internal departments.
- Inventory management, stock reporting, forecasting, or purchasing processes.

Experience within jewellery, luxury goods, retail, or another product-based ecommerce business would be highly advantageous.

To apply, please email through your CV and Cover Letter to [email protected]

📌 Customer Care & Operations Coordinator (Melbourne)
🏢 Linden Cook Jewellery
📍 Melbourne