Job Description
Customer Experience & Operations Coordinator
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Customer Experience | E-commerce | Administration | Operations
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Are you the type of person who likes to take ownership, solve problems and make sure things get done?
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We are looking for a experienced and organised Customer Experience & Operations Coordinator to become a key "go-to" person within our Dandenong South office.
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This is a broad, hands-on role combining customer experience, e-commerce, administration and operational coordination within an established Australian business supplying water filtration, bathroomware and home improvement products.
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The Role:
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You will be a central point of contact for customer and operational matters, helping resolve product and delivery issues, coordinate warranty claims, process online orders and support day-to-day office operations.
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We are looking for someone who takes ownership, follows matters through and works with the right people to achieve a resolution.
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Key Responsibilities:
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Customer Experience:
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Answer incoming calls and respond to customer enquiries.
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Manage customer matters from initial contact through to resolution.
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Coordinate warranty claims, complaints and escalated issues.
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Liaise with freight companies, retailers, suppliers and internal teams.
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Maintain accurate records of customer matters and outcomes.
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Identify recurring issues and provide feedback to the business.
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E-commerce & Online Orders:
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Process orders through Shopify, eBay, Amazon and other marketplaces.
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Respond to online customer enquiries.
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Pick, pack and dispatch smaller online orders from the office.
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Coordinate returns, exchanges and refunds.
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Manage shipping, tracking and customer notifications.
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Liaise with the warehouse regarding stock and larger orders.
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Customer Claims & Compliance Support:
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Assist with customer claims and disputes requiring management or legal input.
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Liaise with professional advisers where required.
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Gather correspondence, invoices, photographs and supporting documentation.
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Maintain accurate records and follow outstanding matters through to completion.
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Assist management with responses and documentation.
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Administration & Operational Support:
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Provide general office and administrative support.
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Assist different departments as business priorities require.
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Maintain records, filing systems and customer databases.
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Prepare correspondence and supporting documentation.
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Assist management with ad hoc projects and operational tasks.
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About You:
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You will be organised, practical, confident and dependable, with a willingness to take responsibility and assist across different areas of the business.
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Ideally, you will have:
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Experience in customer service, administration, office coordination, e-commerce or a similar role.
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Strong written and verbal communication skills.
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Excellent organisation and follow-up skills.
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Strong attention to detail.
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The ability to manage multiple priorities.
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Valuable computer skills and confidence learning new systems.
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The ability to work independently while being part of a wider team.
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Experience with Shopify, eBay, Amazon or other online marketplaces would be highly regarded.
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Experience dealing with warranty claims, consumer complaints, freight issues or customer disputes would also be advantageous.
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Why Join Us?
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Full-time, long-term position based in Dandenong South.
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Broad and varied role with genuine responsibility.
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Become a trusted member of an established Australian business supplying some of the country's largest retailers.
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Opportunity for the role to grow as the business continues to develop.
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We are an equal opportunity employer and welcome applications from all backgrounds.
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Applicants must have unrestricted working rights in Australia to be considered for this role.
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📌 Customer Experience & Operations Coordinator (Victoria)
🏢 Stefani Australasia
📍 Victoria