E-commerce & Customer Service Coordinator

About the Role

We are looking for a reliable, organised and professional E-commerce & Customer Service Coordinator to join our growing online grocery business in Carrum Downs.

This is a full-time/part time, in-person position combining customer service, online order management, e-commerce administration and general office duties.

You will be one of the main points of contact for our online customers and will work closely with our store team, order-picking staff and delivery drivers to ensure customer orders are processed correctly and enquiries are resolved promptly.

We are looking for someone who wants to become a long-term member of our team, is willing to learn our products and systems, and can take responsibility for day-to-day customer enquiries.

Full training will be provided.

Key Responsibilities

- Respond to customer enquiries through phone, email and WhatsApp in a friendly and professional manner
- Answer incoming customer calls and assist with product, order and delivery enquiries
- Write clear and skilled customer emails and messages
- Handle customer concerns, complaints and general enquiries professionally
- Assist with missing products, replacements, refunds, unavailable products and order changes
- Follow up with customers regarding outstanding enquiries and order issues
- Communicate with delivery drivers regarding deliveries, addresses, customer requests and delivery issues
- Communicate with store and order-picking staff regarding stock availability, replacements and customer requests
- Edit and update online customer orders accurately when required
- Monitor online orders and identify issues requiring attention or follow-up
- Maintain accurate records of customer communications and outstanding matters
- Add new products to the online store, including product names, descriptions, images, pricing and other relevant information
- Review and update existing product listings and website information
- Assist with basic website graphics, promotional banners and online content
- Use Microsoft Word, Excel and other applications for general administrative tasks




- Escalate complex customer or operational issues to management when required
- Assist with other e-commerce, customer service and administrative duties as required

About You We are looking for someone who:

- Has excellent spoken and written English
- Is confident communicating with customers over the phone
- Can write clear, grammatically correct and professional emails and messages
- Is reliable, punctual and consistent
- Has excellent attention to detail
- Is organised and capable of managing multiple tasks and customer enquiries
- Can remain calm and professional when dealing with complaints or difficult situations
- Takes ownership of customer issues and follows them through until they are resolved
- Is confident using computers and learning new software
- Has good working knowledge of Microsoft Word and Excel
- Is comfortable using both Windows and Mac computers
- Is comfortable using an iPhone for work-related calls, messages and applications
- Can communicate effectively with customers, delivery drivers, store staff and management
- Can work independently once trained while also working effectively as part of a team
- Is willing to learn our products, systems and internal procedures
- Is looking for stable, long-term employment

Experience & Product Knowledge Previous experience in customer service, e-commerce, online retail, administration or a similar position is highly regarded but not essential. Training will be provided to the successful applicant.

Knowledge of Indian groceries, brands and products is highly regarded, as our online store carries a large range of Indian grocery products and customers regularly require assistance with products, alternatives and replacements.

Experience with online stores, product listings, website administration, Canva,



Photoshop or other basic graphic/design tools would also be advantageous but is not essential.

Hours & Location

This is a full-time/part-time, in-person position based in Carrum Downs VIC 3201. This is not a remote or work-from-home position.

Our business operates Monday to Sunday. Working days and hours can be negotiated based on the successful applicant’s availability and the operational requirements of the business.

Applicants should have reliable and consistent weekly availability. We are happy to discuss suitable working arrangements with shortlisted candidates.

We are looking for someone interested in a long-term position, rather than temporary or short-term employment.

What We Offer

- Stable, ongoing employment for the right person
- Negotiable working hours
- Full training on our customer service and order-management processes
- Training on our online store and internal systems
- All computers, phones and other equipment required for the role provided at the workplace
- Staff meals provided during shifts
- Supportive team environment
- Opportunity to develop practical experience across customer service, e-commerce, administration and online retail
- Varied day-to-day responsibilities and opportunities to learn different aspects of the business

To Apply Please submit your current resume and availability.

Shortlisted applicants will be contacted to discuss their experience, availability and suitability for the position.

Application Question(s)

- Are you currently enrolled and studying at a university, TAFE or other tertiary education institution?
- If you are currently studying, please provide the name of your course and your current year of study.
- This role involves regularly answering customer phone calls and writing professional emails and messages in English. Are you confident communicating fluently in both spoken and written English?
- To help us determine suitable working arrangements, please provide your current Australian work rights or visa type and advise if you have any restrictions on the hours you can work.

Language:
- English (Required)

Work Authorisation:
- Australia (Preferred)

Work Location: In person

📌 Full-Time E-commerce & Customer Service Coordinator (Carrum Downs)
🏢 Grocery Store
📍 Carrum Downs