Associated Retailers Limited (ARL) is a leading member-owned retail services group supporting a network of independent retailers across Australia and New Zealand. Our well-known retail brands include Toyworld, SportsPower and Compleat Angler. We provide our members with the systems, services and support they need to operate successful retail businesses and deliver a great experience to their customers.
About the role
As the eCommerce Operations Coordinator, you will be the first point of contact for customer service and member support across ARL's eCommerce operations. Your role will cover everything from online order enquiries and returns through to supporting members with fulfilment queries and helping develop onboarding and training resources for ARL's retail systems. You will work closely with our members, stores and Support Office teams while developing a broad understanding of eCommerce and retail operations.
Key responsibilities
- Deliver first-class customer service for ARL's Toyworld, SportsPower and Compleat Angler eCommerce customers, resolving enquiries and issues to achieve a positive outcome for both the customer and the business.
- Support ARL members with eCommerce order and fulfilment enquiries, ensuring issues are followed through quickly and accurately.
- Help maintain clear and up-to-date customer service and member support processes.
- Contribute to training and onboarding resources that help members and new users get up and running with ARL's retail systems.
- Build strong working relationships across the Support Office, stores and ARL's member network.
About you
- A genuine passion for providing excellent customer service.
- Strong attention to detail and the ability to follow enquiries through to completion.
- Confidence using digital tools and systems or the ability to learn new platforms quickly.
- Exposure to Gorgias, Shopify or similar eCommerce platforms would be an advantage but is not essential.
- Strong written and verbal communication skills with a professional and customer-focused approach.
- Good time management and organisational skills with the ability to manage multiple priorities.
- A proactive and team-first approach with the ability to work collaboratively across our Support Office, stores and member network.
Great company culture
- In office car parking at our Oakleigh Support Office
- Monthly Town Hall Business Updates
- One day of birthday leave each year
- Employee Assistance Program (EAP)
- Opportunities to learn and develop your skills across eCommerce and retail operations