Job Description
This successful international business partners with some of Australia's leading online retailers and marketplaces, including Temple & Webster, Freedom Furniture, Fantastic Furniture, Woolworths Marketplace, Bunnings and more. Operating through a B2B dropship model, they play a critical role in fulfilling orders and delivering a seamless experience to both retail partners and their customers.
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Reporting to the eCommerce Manager, this newly created hands-on role will support the day-to-day running of the customer service function and enhance the overall customer experience across all channels.
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Working cross-functionally with Buying, Warehouse, 3PL, Logistics, and the wider Online team, you will play a key role in resolving issues, improving workflows, and ensuring smooth operations.
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Your wide-ranging key responsibilities will involve:
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Supervising 2 offshore Customer Service team members, including mentoring, development, and performance management
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Overseeing daily customer service operations across multiple platforms and retail partners
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Managing escalated customer issues, including refunds, credit claims, change of mind cases (non re-stockable), order-related concerns, and reportable cases
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Building, documenting, and improving SOPs, workflows, and processes
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Maintaining CRM accuracy and delivering regular reporting and actionable insights
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Identifying recurring issues and trends, driving root cause analysis and continuous improvement
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Preparing retail customer reporting by case type
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Working closely with internal teams (Buying, Warehouse, 3PL, Logistics) to improve processes and customer outcomes
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Supporting order management and stock-on-hand (SOH) uploads as required
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Driving customer satisfaction and service standards across the Online business
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Managing credits reporting, including discrepancies and liaison with Accounts and retail partners
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Collaborating with senior stakeholders to implement practical, customer-focused improvements
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About you...
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Previous experience in a Team Leader, Supervisory, or Management role
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Experience in customer service within an online, eCommerce, and/or retail environment
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Experience managing and mentoring offshore teams (BPO environment preferred)
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Strong experience handling escalations, refunds, and credit claims
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Solid understanding of SOPs, workflows, and process improvement
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Analytical mindset with the ability to identify root causes and implement solutions
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Highly organised, with strong attention to detail and ability to manage competing priorities
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Familiarity with ERP systems, stock movement, and related transactions
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Experience with CRM platforms such as Freshdesk (or similar)
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Intermediate Excel skills with reporting and data analysis experience
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Customer-first mindset with a calm, adaptable, and solutions-focused approach
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Newly created opportunity to shape and influence the customer service function
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Work with leading Australian retail brands in a fast-paced eCommerce environment
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Make a meaningful impact on customer experience and operational efficiency
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Collaborative and supportive team culture
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Strong potential for career growth and development
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Competitive salary package + Super + free parking + hybrid working (after 6 months) + additional perks
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If you're a proactive leader who enjoys building a high-performing small team and improving processes we look forward to speaking with you!

📌 Customer Service Manager~ Online Team (New South Wales)
🏢 ACOS Personnel
📍 New South Wales