Ecommerce Customer Service & Retail Store Manager (Full Time)
About Pablo & Co.

At Pablo & Co., we believe life is better with dogs. What started as a small business inspired by one dachshund has grown into one of Australia's leading pet lifestyle brands, creating thoughtfully designed accessories that make everyday adventures with your pets even better.

From our Brisbane headquarters, we design products that are loved by thousands of customers around the world, while creating a welcoming community for pets and their people. We're passionate about delivering exceptional customer experiences, whether that's online, in store or through every interaction with our team.

About the Role

As our Retail Store Manager & Ecommerce Customer Service, you'll play a key role in creating exceptional experiences for every Pablo & Co. customer, both in store and online. This is a varied role combining retail management, ecommerce customer service, administration and team leadership.

You'll lead the day to day operations of our Kedron retail store, create and manage weekend staff rosters, support and develop our casual retail team, manage our ecommerce customer service inbox, approve new wholesale accounts, process retail and wholesale order changes, and ensure our store is presented to the highest standard.

This is an exciting opportunity for someone who enjoys taking ownership, thrives in a fast paced environment and is passionate about delivering outstanding customer service while leading by example.

What Your Day to Day Will Look Like





Your main focus will be managing our ecommerce customer service enquiries, ensuring customers receive timely, helpful and professional support. You'll be confident making decisions independently, resolving customer issues and taking ownership of enquiries from start to finish.

Alongside this, you'll oversee our Kedron retail team, ensuring the store runs smoothly, staff feel supported and our customers receive the same exceptional experience in store as they do online.

We're looking for someone who can confidently balance both sides of the role, prioritise tasks, make decisions without needing constant direction and take initiative to keep things running efficiently.

Key Responsibilities

- Approve and onboard new wholesale customer accounts.

- Process and amend retail and wholesale orders, including address changes, product swaps and cancellations.

- Manage customer enquiries via Gorgias email & live chat

- Resolve courier enquiries, delivery issues and warranty claims.

- Process returns, exchanges and refunds in line with company policies.

- Maintain accurate customer records and order information.

- Ensure the retail store is clean, organised and presented to the highest standard.





- Create and manage weekend staff rosters and organise shift coverage.

- Train, support and mentor retail team members.

- Onboard new retail team members.

- Complete day to day administration tasks.

- Complete quarterly royalty reporting.

- Navigate Shopify, Gorgias, Shopify POS, ShipHero, ReturnZap, Faire and other business systems.

- Identify opportunities to improve customer experience and retail processes.

- Create SOP's for all retail operations.

About You

You'll be someone who loves retail, enjoys helping customers and naturally takes ownership.

You'll have:

- Previous ecommerce customer service experience.

- Excellent written and verbal communication skills.

- Previous retail management or retail leadership experience.

- Robust organisational and time management skills.

- High attention to detail.

- A positive, proactive and can do attitude.

- The ability to multitask in a fast paced environment.

- A reliable, punctual and professional work ethic.

- The ability to work independently while also contributing to a small, supportive team.

The Role

- Full time, Monday to Friday.

- Hours generally between 7:30am and 4:00pm (may vary).

- Based at our Kedron retail store and warehouse.

Please note: This role involves regular interaction with dogs, including fitting harnesses, collars and other accessories.

If you're passionate about retail, customer service and pets, we'd love to hear from you. Apply now and become part of the Pablo & Co. family.

📌 E-commerce Customer Service & Retail Store Manager - Pet Accessories Full Time (Kedron)
🏢 PABLO AND CO BOUTIQUE
📍 Kedron