We're hiring an Ecommerce Customer Service Officer to look after our customers once they've placed an order. This role isn't a sales job. You won't be chasing targets or cold calling anyone. You'll be the person who makes sure every customer gets a fast, straight answer, and that the change they asked for actually happens. Most of the emails and chats we get aren't sales. They're someone who moved house and needs the delivery address changed. Someone who wants express freight instead of standard. Someone whose part is on back order and wants to know when it'll land.
Key responsibilities
Work through the customer service inbox and live chat, and keep reply times short
Update orders when customers ask, including address changes, freight upgrades and cancellations
Catch changes with dispatch before an order leaves the building
Tell customers about back orders early, with a realistic date, and keep them updated until the part ships
Work with our purchasing team to find out where a back-ordered part is
Answer "where's my order" questions using tracking and our order system
Pass fitment and technical questions to the sales team, and follow them up so nothing falls through
Keep notes on each order so anyone in the team can see what's been said
About you
Experience in customer service, ideally for an online store. Retail, hospitality or call centre experience counts too
You write clear, friendly emails without a script, and you spell things right (although AI does assist here massively)
You're organised. When you say you'll get back to someone by Thursday, you do
You stay calm with a customer who's frustrated their part is late
Comfortable picking up recent systems. We'll train you on ours
Parts knowledge is a bonus, not a requirement
Full working rights in Australia
About us
H&D; Automotive sells 4x4 performance parts and spares globally from our warehouse in Darra, Brisbane. Most of our customers drive LandCruisers, Patrols and Hiluxes, and plenty of them want more power or more reliability out of a 1HD-FTE, 1HZ or TD42. They buy from our web store, over the phone and at the counter. Workshops and dealers buy from us on trade accounts. We're an emerging and fast-growing business, often seeing 45 to 80% growth year on year, with a team of 22 staff. We are a tech heavy business, with in-house developers who build our own software.