Customer Service & E-Commerce Coordinator

Job Description

POSITION PROFILE – Customer Service & E-Commerce Coordinator REPORTS TO - Retail Leaders WORKS CLOSELY WITH - Marketing & Communications Team and Head of Omnichannel LOCATION - Brunswick West Store AVAILABILITY – Part-time PROBATIONARY PERIOD – 6 months ABOUT US Are you ready to embark on a journey with a team that thrives on creating genuine human connections? At Blackhearts & Sparrows, we're not just a retailer, we're curators of extraordinary moments, and we're on the lookout for passionate individuals to join our vibrant family.As aficionados of detail, we meticulously curate our products, ensuring a range that speaks volumes of our commitment to quality. With hospitality at the core of our ethos, we consider ourselves hosts in every sense, weaving warmth and genuine customer-centric focus into the fabric of our service.We don't just aim to meet expectations, we aim to exceed them, setting new standards in the industry and pushing the boundaries of what's possible. Our commitment to keeping things interesting ensures that every day brings fresh challenges and opportunities for growth, as well as providing our customers with a never-ending array of choices.If you're someone who believes in making lasting impressions, values warmth, and seeks a workplace that thrives on setting new standards while keeping things exciting, then Blackhearts & Sparrows is the perfect place for you. Join us in creating memorable experiences that set the stage for the future of retail. ABOUT THE ROLE As the Customer Service & E-Commerce Coordinator , you are responsible for executing exceptional customer experiences through both digital channels and order fulfillment operations at our Brunswick West location. This role combines hands-on order management with website curation and customer service excellence, ensuring our online presence matches the high standards of our in-store experience. Key responsibilities: Ensure the delivery of an exceptional Blackhearts customer service experience through all communication channels (email, live chat & CRM) Execute end-to-end fulfillment of online orders with meticulous attention to detail, including picking, packing, and dispatch coordination Manage product photography and oversee website merchandising, including product listings, collections, and promotions. Maintain effective communication with the Retail Leaders and Marketing team to ensure shared responsibilities and processes are completed with accuracy Coordinate with courier partners to ensure timely delivery and resolution of any shipping issues Execute customer order and invoice related troubleshooting initiatives Maintain accurate stock records and coordinate with the Buying and Brunswick West team Perform detailed daily website checks, reporting any issues with urgency Demonstrate full compliance in all aspects of Workplace Health and Safety. ABOUT YOU You are a detail-oriented and highly organised individual, and enjoy being at the centre of key coordination efforts. You thrive in a fast-paced environment and have a proven track record of managing multiple tasks simultaneously without compromising quality. Your excellent communication skills enable you to handle internal and external customer enquiries with empathy and efficiency, ensuring a positive service experience every time. Problem-solving is second nature to you, and you are proactive in identifying and addressing operational challenges. Your ability to work collaboratively with cross-functional teams and your commitment to continuous improvement make you a valuable asset to our team. More about you: Previous experience which has seen you working closely with customers and internal stakeholders across a range of communication channels within the retail service related industry Excellent written and verbal communication skills An approachable nature, strong interpersonal skills, and confidence in communicating with all levels of personnel/stakeholders Organisation. You can effectively prioritise, plan and time manage your daily tasks and are able to meet deadlines An eye for detail. You’re someone who works to a high degree of accuracy A natural ability to collaborate and coordinate, which means you’re the ultimate team player Adaptability. You’ll need to enjoy embracing new challenges and possess the flexibility to solve problems and troubleshoot quickly and efficiently Knowledge and a passion for the drinks industry Proficiency with Google Workspace, Adobe Suite and ERP’s (desired) at an intermediate level SPECIAL REQUIREMENTS At times you may be required to work outside of normal business hours to perform and execute your role. #J-18808-Ljbffr