Customer Service & Operations Coordinator - Full Time (VIC-Based, Hybrid Role)

by Rachel Donath
Rachel Donath is seeking an experienced Customer Service individual to join our team as we embark on our next phase of growth. This role is pivotal in ensuring our customers receive a seamless, high-quality experience from purchase to post-delivery.

We are looking for a solution-oriented, proactive team player who thrives in a fast-paced environment and is passionate about delivering outstanding customer service.

If you love problem-solving, have exceptional attention to detail, and can juggle multiple tasks while keeping the customer at the heart of everything you do, we’d love to hear from you.

Key Responsibilities:
  • Customer Support & Engagement:
    • Manage customer enquiries via email and phone, providing clear, timely, and professional responses.
    • Offer solutions for customer issues, ensuring a positive resolution every time.
    • Handle returns, exchanges, and warranty claims efficiently.
    • Maintain customer records and interactions to improve service consistency.
  • Order & Inventory Management:
    • Process stock adjustments using Cin7 and Shopify to ensure accurate inventory tracking.
    • Collaborate with the warehouse team to ensure smooth order fulfilment and timely dispatch.
    • Work closely with third-party logistics providers to track shipments and resolve any delivery delays or issues.
    • Collate customer claims (damages, defects, warranty issues) and liaise with manufacturers to ensure timely resolution.
  • Process Improvement & Reporting:
    • Gather, analyse, and report on customer feedback to identify trends and areas for improvement.
    • Share insights with the team during weekly meetings to enhance products and services.
    • Implement customer service best practices to improve efficiency and satisfaction.
  • Problem-Solving & Collaboration:
    • Find creative solutions to unexpected challenges in logistics, stock availability, or customer concerns.
    • Collaborate with internal teams (sales, marketing, operations) to enhance the overall customer journey.
    • Support marketing initiatives by identifying customer pain points and opportunities to enhance engagement.
Skills & Experience Required:
  • Tech-savvy and highly organised, with experience using ERP systems like Cin7 and eCommerce platforms like Shopify.
  • Proven customer service or customer experience management background, ideally in retail, furniture, or homewares.
  • Strong communication skills (verbal & written) with a customer-first approach.
  • Excellent time management and ability to work independently in a hybrid environment.
  • Ability to thrive in a fast-paced, high-pressure setting with shifting priorities.
Role Details:
  • Location: VIC-based, hybrid model (Moorabbin & WFH)
  • Employment Type: Full-time, ongoing
We love flexibility and support a hybrid workplace, but we also need someone who can self-manage, meet deadlines, and uphold a high standard of customer service autonomously.

VALUES at RACHEL DONATH

FIND A WAY

  • There is always a solution
  • A mindset  focused on growth
  • First comes yes, How comes after

VOICE YOUR IDEAS

  • Every idea counts
  • We are building together

IMPROVING EVERYDAY

  • In everything, strive for 1% Better
  • Mistakes are learnings

RADICAL TRANSPARENCY

  • Honesty in all transactions
  • Open communication

BE A MENSCH

  • Be a person of integrity
  • Do the right thing

To apply or find out more, please email careers@racheldonath.com.au

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