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 productive 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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- Strong 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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📌 Ecommerce Customer Care Representative (City of Gold Coast)
🏢 Ela & Earth
📍 City of Gold Coast