POSITION PROFILE Customer Service & E-Commerce CoordinatorREPORTS TO - Retail LeadersWORKS CLOSELY WITH - Marketing & Communications Team and Head of OmnichannelLOCATION - Brunswick West StoreAVAILABILITY Part-timePROBATIONARY PERIOD 6 monthsAbout UsAre 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 RoleAs the Customer Service & E-Commerce Co-ordinator, 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 ResponsibilitiesEnsure 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 coordinationManage 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 accuracyCoordinate with courier partners to ensure timely delivery and resolution of any shipping issuesExecute customer order and invoice related troubleshooting initiativesMaintain accurate stock records and coordinate with the Buying and Brunswick West teamPerform detailed daily website checks, reporting any issues with urgencyDemonstrate full compliance in all aspects of Workplace Health and Safety.About YouYou 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 YouPrevious experience which has seen you working closely with customers and internal stakeholders across a range of communication channels within the retail service related industryExcellent written and verbal communication skillsAn approachable nature, strong interpersonal skills, and confidence in communicating with all levels of personnel/stakeholdersOrganisation. You can effectively prioritise, plan and time manage your daily tasks and are able to meet deadlinesAn eye for detail. Youre someone who works to a high degree of accuracyA natural ability to collaborate and coordinate, which means youre the ultimate team playerAdaptability. Youll need to enjoy embracing new challenges and possess the flexibility to solve problems and troubleshoot quickly and efficientlyKnowledge and a passion for the drinks industryProficiency with Google Workspace, Adobe Suite and ERPs (desired) at an intermediate levelSpecial RequirementsAt times you may be required to work outside of normal business hours to perform and execute your role. #J-18808-Ljbffr
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