SOLAQUA is looking for an organised, proactive and detail-oriented E-Commerce & Operations Manager to oversee the day-to-day back-of-house operations of our growing fashion business.
This is a hands-on role suited to someone who enjoys keeping things organised, takes pride in providing exceptional customer service and can confidently manage multiple operational tasks at once.
You will be responsible for ensuring orders are packed and dispatched efficiently, returns are processed accurately, inventory is maintained and our back-of-house space is kept organised and running smoothly.
Key Responsibilities
E-Commerce & Order Fulfilment
- Manage the daily processing, packing and dispatch of online orders
- Ensure orders are packed beautifully and accurately in line with SOLAQUA brand standards
- Coordinate shipping and troubleshoot delivery or fulfilment issues when required
- Monitor outstanding orders and ensure orders are dispatched within expected timeframes
- Maintain packing supplies and ensure fulfilment materials are always stocked
Returns & Exchanges
- Manage incoming customer returns, exchanges and store credits
- Inspect returned garments to ensure they meet return requirements
- Process approved returns and exchanges accurately within the e-commerce system
- Return eligible garments to inventory promptly
- Identify and escalate any return issues or damaged products where required
Customer Service
- Manage the SOLAQUA customer service inbox
- Respond to customer enquiries in a warm, qualified and timely manner
- Assist customers with orders, sizing, shipping, returns and exchanges
- Liaise with couriers and other partners to resolve customer delivery issues
- Maintain a high level of customer care while confidently applying SOLAQUA's policies
Inventory & Stock Management
- Maintain accurate inventory levels across the e-commerce system and physical stock
- Conduct regular stocktakes and investigate any discrepancies
- Receive incoming stock deliveries and ensure quantities are checked and recorded correctly
- Organise stock by style, colour and size
- Monitor low-stock items and communicate inventory issues to the wider team
Back-of-House Operations
- Take ownership of the organisation and presentation of the stockroom and back-of-house areas
- Ensure stock, packaging and operational materials are organised, labelled and easily accessible
- Keep the workspace consistently clean, tidy and functional
- Develop and maintain efficient systems and processes as the business grows
- Assist with general operational requirements across the business when needed
We are looking for someone who is:
- Highly organised with excellent attention to detail
- Reliable, responsible and comfortable taking ownership of their area
- Able to work independently and prioritise effectively
- Efficient and hands-on, with a willingness to jump between different tasks
- A confident and thoughtful communicator
- Customer-focused with strong written communication skills
- Comfortable working in a fast-paced fashion or e-commerce environment
- Naturally tidy and passionate about creating organised systems
- Familiar with Shopify or similar e-commerce platforms
The Ideal Person This role would suit someone who loves being the person behind the scenes making sure everything runs smoothly. You'll notice when something is out of place, enjoy creating better systems and take pride in ensuring every customer order and interaction reflects the SOLAQUA brand.
As a growing business, we're looking for someone who can take genuine ownership of the operational side of the business and grow with the role over time.
Previous experience within fashion, e-commerce, retail operations, fulfilment or customer service would be highly regarded.
📌 Ecommerce & Operations Manager (Sydney)
🏢 SOLAQUA
📍 Sydney
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