Job Description
Location of workplace: Tweed Heads warehouse / office
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Role: Part Time (Monday – Friday, 9.00am – 2.00pm)
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About the role:
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This role is responsible for managing the end-to-end returns process, ensuring all customer
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returns, exchanges, refunds and faulty product claims are handled accurately, efficiently and
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in line with company policies. You will work closely with customers and our warehouse team
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to coordinate the timely processing of returns, resolve issues, and deliver a seamless post-purchase experience.
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In addition to managing returns, you will provide exceptional customer service by
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supporting the customer care team in responding to enquiries across all customer
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touchpoints, assisting with order-related queries, and ensuring every interaction reflects our
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commitment to outstanding customer care.
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The ideal candidate has exceptional attention to detail, thrives in a fast-paced environment,
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enjoys problem solving, and is passionate about delivering positive customer outcomes
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while maintaining efficient operational processes
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Required skills and experience:
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Excellent attention to detail and the ability to work autonomously
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Highly organised and process-driven
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Robust verbal and written communications
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Manage tasks and deadlines
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Previous experience in a similar role within the e-commerce space
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Preferred experience in Shopify and Cin7, specifically Sales Orders and the WMS
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Ability to work well under pressure and handle multiple tasks
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Key responsibilities:
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Returns
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Ensure product decisions align with business objectives and profitability targets.
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Manage the end-to-end returns, exchanges and refund process.
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Assess returned products in line with company policies.
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Process refunds,



exchanges and store credits accurately.
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Liaise with customers throughout the returns process to ensure a positive customer experience.
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Work closely with the warehouse team to ensure returned stock is received and processed efficiently.
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Manage all faulty product claims, supplier warranty claims and related supplier processes.
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Process and manage customer chargebacks in a timely manner.
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Monitor returns trends and identify opportunities to improve processes and reduce return rates.
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Ensure all returns and faults are accurately recorded and resolved within agreed timeframes.
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Customer Care
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Deliver exceptional customer service across email, website chat, social media and other communication channels.
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Respond promptly and professionally to customer enquiries relating to orders, shipping, products, stock availability, pre-orders, promotions and general support.
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Resolve customer enquiries, complaints and feedback in a timely and professional manner, escalating issues where required.
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Maintain a consistent brand tone of voice across all customer communications.
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Manage customer expectations during product launches, sales campaigns and preorder periods.
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Create discount codes and assist with customer resolutions.
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Regularly review and update customer service templates, FAQs, email templates, chat responses and automated communications.
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Process customer orders accurately through Shopify and Cin7.
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Liaise with the warehouse team to ensure timely and accurate order fulfilment and dispatch.
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Monitor order exceptions and resolve fulfilment issues promptly.
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Ensure customer records and order information remain accurate.
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Support the customer service team in preparing and analysing customer service reports and insights for monthly business meetings.
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