Consumer Experience Specialist

Zen Imports | Sydney | Full time

***** Important - To apply for the role scan the QR code above.

Work with iconic global brands including Leatherman, Fjällräven, Ledlenser & Opinel

We’re looking for someone who’s exceptionally good with people.

Someone who doesn’t just answer a customer enquiry — they own it.

Someone who gets genuine satisfaction from solving problems, exceeding expectations and occasionally doing something that makes a customer say:

“Wow. I wasn’t expecting that.”

Zen Imports represents some of the world’s most recognised outdoor and lifestyle brands across Australia and New Zealand, including Leatherman, Fjällräven, Ledlenser and Opinel.

We’re looking for a Consumer Experience Specialist to become one of the key voices of these brands to our consumers.

What You’ll Do

You’ll take ownership of consumer enquiries across our portfolio of brands and websites, communicating through:

- Email

- Phone

- Website live chat

- Online contact forms

- E-commerce enquiries

You’ll help consumers with product advice, online orders, deliveries, returns, warranties, troubleshooting and general product questions.

But answering enquiries is only part of the job.

We want you looking for opportunities to make the experience better.

That could mean finding a solution when something hasn’t gone to plan.

Following up when you didn’t have to.

Helping someone find exactly the right product.

Recognising a loyal customer.

Finding a creative solution to an unusual problem.

Or occasionally doing something unexpected simply because it’s the right thing to do.

Surprise & Delight

We want our consumers to remember how they were treated.

We believe the best customer experiences aren’t created by scripts and policies.



They’re created by great people who are trusted to use judgement.

You’ll have the opportunity to turn ordinary customer interactions into memorable ones.

Sometimes the smallest gesture can create a customer for life.

Our goal is to create customer stories that start:

“You won’t believe what Zen did for me…”

Become an Expert in Excellent Brands

You’ll develop deep product knowledge across brands including:

Leatherman | Fjällräven | Ledlenser | Opinel

One minute you might be helping someone choose a Leatherman for an overseas adventure.

The next you’re helping with a Fjällräven backpack, troubleshooting a Ledlenser or answering a question from an Opinel owner.

If you already love great products, outdoor gear, travel or adventure, you’ll probably enjoy working here.

Who We’re Looking For

Your previous job title isn’t particularly important.

The standard of customer experience you’ve learned is.

We’d particularly like to meet people who have worked somewhere known for exceptional customer service — perhaps:

- Premium or luxury retail

- Hotels and hospitality

- Airlines and travel

- Automotive

- Technology

- Premium e-commerce

- Outdoor or sporting brands

- High-quality consumer brands

You’ll be:

- An exceptional communicator

- Warm, friendly and engaging

- Brilliant on the phone

- A strong written communicator

- Naturally empathetic





- Highly organised

- Comfortable juggling multiple brands and enquiries

- Calm when dealing with frustrated customers

- Curious and quick to learn products

- Confident using technology

- Someone who takes ownership rather than passing problems on

Experience with Shopify, e-commerce, CRM/helpdesk platforms or live-chat systems would be highly regarded.

Be the Voice of the Consumer

You’ll also have an important role inside Zen.

Because you’ll speak with consumers every day, you’ll often be the first person to notice what’s working — and what isn’t.

If customers keep asking the same question, tell us.

If something on one of our websites is confusing, tell us.

If a process is frustrating customers, help us change it.

If you have an idea that would create a better experience, we want to hear it.

We don’t just want someone to manage an inbox.

We want someone who helps us build a better consumer experience.

Why Zen?

Zen is an established Australian business representing some genuinely iconic international brands.

You’ll work across Leatherman, Fjällräven, Ledlenser, Opinel and other premium brands, developing deep product knowledge and building relationships with the people who use them.

This isn’t a call-centre environment.

You’ll have genuine ownership of consumer interactions and the freedom to use judgement, personality and initiative.

Our philosophy is simple:

Solve it. Make it easy. Make it memorable.

And whenever there’s an opportunity:

Surprise them.

Sound Like You?

We’d love to hear from you. ***** Important - To apply for the role scan the QR code at the top. If you send in your CV the traditional way we will ignore it.

📌 Customer and Consumer Experience Specialist (West Ryde)
🏢 Zen Imports
📍 West Ryde