Backed by Gauge Capital, Soleil Collective is building a portfolio of high-growth brands at the forefront of sunless tan, suncare, and body care. We're a lean, ambitious team that combines the energy of a startup with the scale of brands that genuinely move culture in the beauty space. We bring together sales, marketing, operations, and strategic expertise to accelerate growth and build brands people are obsessed with — and we're just getting started.

The Order Management & Customer Experience Specialist will take end-to-end ownership of order processing, customer account management, chargebacks, and customer service delivery across a portfolio of major global retail accounts. This is a key role within our retail team, responsible for managing the day-to-day operational relationship with some of our most important retail customers and ensuring their orders and accounts are managed accurately, efficiently, and seamlessly.

Acting as the central link between our retail customers, internal teams, and warehouse partners, this role will oversee the full order lifecycle from order entry and processing through to fulfilment, delivery, issue resolution, and ongoing account support. The successful candidate will be accountable for delivering a high level of service to these strategic global retailers while ensuring their operational requirements are consistently met.

Role Overview

The Order Management & Customer Experience Specialist will take end-to-end ownership of order processing, customer account management, chargebacks, and customer service delivery across a portfolio of major global retail accounts. This is a key role within our retail team,



responsible for managing the day-to-day operational relationship with some of our most important retail customers and ensuring their orders and accounts are managed accurately, efficiently, and seamlessly.

Acting as the central link between our retail customers, internal teams, and warehouse partners, this role will oversee the full order lifecycle from order entry and processing through to fulfilment, delivery, issue resolution, and ongoing account support. The successful candidate will be accountable for delivering a high level of service to these strategic global retailers while ensuring their operational requirements are consistently met.

Key Responsibilities

What You’ll Own

- Keep orders moving: Process and oversee orders coming through EDI, web portals and email, making sure every order meets the specific requirements of our global retail partners.
- Own the journey: Take charge of the entire order lifecycle from the moment an order lands through to dispatch, delivery and returns.
- Stay one step ahead: Keep a close eye on order flow, spotting potential issues early and jumping in before they become SLA or customer problems.
- Keep the inbox under control: Make sure emails, requests and customer queries are actioned within agreed SLA’s
- Juggle like a pro: Balance a high volume of orders, queries and competing priorities while keeping service levels high and customers happy.




- Be the problem solver: Take ownership of order and customer service issues, getting to the bottom of what’s gone wrong and finding a solution quickly.
- Look beyond the quick fix: Spot recurring issues, dig into the root cause and work with the wider team to make sure the same problems don’t keep coming back.
- Take charge of chargebacks: Own the full chargeback journey for your accounts/region from receiving a dispute through to investigation, response and resolution.
- Build the case: Investigate why chargebacks happen and pull together the right evidence and documentation to give us the strongest possible chance of successfully disputing claims.
- Spot the patterns: Track chargeback outcomes, identify recurring trends and turn those insights into smarter processes and fewer issues across our order management operation.

What We're Looking For

- You know your way around orders: You have solid experience across the end-to-end order lifecycle, including order processing, receipting, fulfilment and returns.
- You’re organised and calm under pressure: You can juggle multiple priorities, manage high volumes and keep things moving without letting the details slip.
- You’re a natural communicator: You’re confident dealing with customers, suppliers, warehouses and internal teams, and know how to build excellent working relationships.
- You take ownership: When something goes wrong, you don’t wait for someone else to fix it. You get curious, find the root cause and see the problem through to resolution.
- You’re customer obsessed: You genuinely care about delivering a great experience and understand that g

📌 Order Management (Brisbane)
🏢 Coco & Eve
📍 Brisbane