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Customer Service/Operations Lead

•      Leading Australian Business

•      Fun, Dynamic Culture 

•      Fast Growing 

A leading FMCG business based in Prestons are growing and are looking for a go-getter to join their team.  The Customer Service and Operations lead role is a business-critical role for the leading health & wellness sector. Focusing on aftersales customer service, online fulfilment and inventory management, this role leads the way for the day-to-day operations for online and offline fulfilment.


About the role

  • Lead the day-to-day operation for brands, ensuring inventory is accurate, customer service is excellent, and fulfilment is on time.
  • Responsible for fulfilling customer orders and making sure the experience is flawless end to end
  • Supporting the warehouse/distribution function and owning the fulfilment process
  • Reporting to the Operations Manager
  • Responding to consumer queries / complaints via telephone / CRM Live-Chat to an exceptional consumer experience
  • Consulting consumers on product related topics via phone / email (CRM)
  •  order fulfilment processes of consumers orders in the system and ensuring smooth processing according to defined service level agreements 
  • Proactively engaging with consumers in case of issues with their orders and providing alternatives
  • Liaising with freight forwarders to resolve issues with consumer shipments
  • Leading projects to improve systems and processes 
  • Providing monthly updates and reports on consumer service KPIs
  • Identify process and improvement opportunities that benefit the business and its customers
  • Create, adapt, maintain SOPs (Standard Operating Procedures) documentation
  • Actively contribute to strategic projects and programs of work
 
A successful candidate for this role will have:
  • Strong communication skills for external and internal stakeholders.
  • Strong analytical skills, advanced Excel.
  • Experience E-commerce platforms such as Shopify.
  • Experience in ERP systems
  • Has strong admin and project management skills
  • Has experience supporting various stakeholders
  • Minimum 3-4 years experience
 
Contact Details - Brooke Colby - 0413 698 785