Job Description

eCommerce Operations & Customer Service Lead

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Nambour, Sunshine Coast QLD
n Permanent Part-Time | Monday to Friday
n Approx. 7:30am–2:30pm

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Please note: A short cover letter written in your own words is required with your application. We will not consider applications without a cover letter.

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We are a small, established Australian eCommerce business specialising in event products and are looking for an experienced, practical and reliable person to take a key role in our day-to-day operations.

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This is a hands-on position that combines eCommerce customer service, warehouse operations, order fulfilment, and team coordination.

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You will work alongside our warehouse team, helping ensure customer enquiries are handled, orders are progressing, staff know their priorities and daily dispatch requirements are met.

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This is a long-term, permanent part time position. Applicants must have unrestricted Australian working rights. Employer sponsorship is not available.

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Responsibilities

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Customer Service

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- Respond to customer emails and incoming phone calls
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- Assist with order, product, collection and delivery enquiries
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- Resolve straightforward customer and order issues
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- Identify matters requiring escalation
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Warehouse Operations

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- Review daily order workload and priorities
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- Allocate work across the warehouse team
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- Monitor order progress and dispatch requirements
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- Assist with picking and packing when required
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- Ensure courier cages and outgoing freight are ready for collection
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- Replenish stock and help maintain warehouse organisation
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- Lift and move cartons and stock throughout the warehouse
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- Assist with incoming containers and stock deliveries
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- Identify stock discrepancies and operational issues
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- Order packaging materials
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- Support and guide warehouse team members throughout the day
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Reporting to the General Manager

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About you

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We are looking for someone organised, practical, reliable and comfortable taking responsibility.

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Previous experience in at least one of the following is essential:

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- eCommerce / online retail
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- eCommerce customer service
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- Warehouse/order fulfilment
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- Warehouse operations
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Experience in team coordination or supervision would be highly regarded, as would experience using eCommerce platforms, warehouse management systems, Zendesk or similar software.

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You should also have:

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- Strong written and verbal communication skills
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- Good computer skills
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- Customer service experience
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- Good organisational and problem-solving skills
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- Strong attention to detail
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- The ability to prioritise work without constant direction
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- A practical, hands-on approach
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- Reliability and good attendance
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- The confidence to coordinate a small team
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- The physical ability and willingness to undertake regular warehouse duties, including lifting cartons, stock replenishment and assisting with container unloading
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This is not a desk-only supervisory role. You will work alongside the team and assist wherever required.

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If orders need packing, you may be packing.
n If a customer calls, you may be answering the phone.
n If a container arrives, you will help unload it.

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At the same time, you will be keeping an eye on the overall operation and helping make sure the important things get done.

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Hours

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Monday to Friday, approximately 7:30am–2:30pm, with a 30-minute unpaid meal break.

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Additional hours may occasionally be available during busy periods or when containers arrive.

📌 eCommerce Operations & Customer Service Lead (Twin Waters)
🏢 PDB Imports
📍 Twin Waters