Customer Experience & Operations Coordinator

• Customer Experience & Operations Coordinator
• Customer Experience | E-commerce | Administration | Operations

Are you the type of person who likes to take ownership, solve problems and make sure things get done?

We are looking for a experienced and organised Customer Experience & Operations Coordinator to become a key "go-to" person within our Dandenong South office.

This is a broad, hands-on role combining customer experience, e-commerce, administration and operational coordination within an established Australian business supplying water filtration, bathroomware and home improvement products.

The Role

You will be a central point of contact for customer and operational matters, helping resolve product and delivery issues, coordinate warranty claims, process online orders and support day-to-day office operations.

We are looking for someone who takes ownership, follows matters through and works with the right people to achieve a resolution.

Key Responsibilities: Customer Experience

• Answer incoming calls and respond to customer enquiries.
• Manage customer matters from initial contact through to resolution.
• Coordinate warranty claims, complaints and escalated issues.
• Liaise with freight companies, retailers, suppliers and internal teams.
• Maintain accurate records of customer matters and outcomes.
• Identify recurring issues and provide feedback to the business.

E-commerce & Online Orders

• Process orders through Shopify, e Bay, Amazon and other marketplaces.
• Respond to online customer enquiries.
• Pick, pack and dispatch smaller online orders from the office.
• Coordinate returns, exchanges and refunds.
• Manage shipping, tracking and customer notifications.
• Liaise with the warehouse regarding stock and larger orders.

Customer Claims & Compliance Support

• Assist with customer claims and disputes requiring management or legal input.
• Liaise with professional advisers where required.
• Gather correspondence, invoices, photographs and supporting documentation.
• Maintain accurate records and follow outstanding matters through to completion.
• Assist management with responses and documentation.

Administration & Operational Support

• Provide general office and administrative support.
• Assist different departments as business priorities require.
• Maintain records, filing systems and customer databases.
• Prepare correspondence and supporting documentation.
• Assist management with ad hoc projects and operational tasks.

About You

You will be organised, practical, confident and dependable, with a willingness to take responsibility and assist across different areas of the business.

Ideally, you will have

• Experience in customer service, administration, office coordination, e-commerce or a similar role.
• Strong written and verbal communication skills.
• Excellent organisation and follow-up skills.
• Strong attention to detail.
• The ability to manage multiple priorities.
• Good computer skills and confidence learning new systems.
• The ability to work independently while being part of a wider team.

Experience with Shopify, e Bay, Amazon or other online marketplaces would be highly regarded.

Experience dealing with warranty claims, consumer complaints, freight issues or customer disputes would also be advantageous.

Why Join Us?

• Full-time, long-term position based in Dandenong South.
• Broad and varied role with genuine responsibility.
• Become a trusted member of an established Australian business supplying some of the country's largest retailers.
• Opportunity for the role to grow as the business continues to develop.

We are an equal opportunity employer and welcome applications from all backgrounds.

Applicants must have unrestricted working rights in Australia to be considered for this role.