Operations & Customer Experience Coordinator Full Time

Purpose of the Role

This role is responsible for supporting the day-to-day operations of the business, with a focus on order fulfilment, customer experience, and coordination across teams. The position ensures orders are processed efficiently, customers receive a high level of service, and internal workflows run smoothly.

Key Responsibilities

Order Fulfilment & Logistics

• Manage and support the fulfilment and dispatch of orders
• Oversee returns processing and inventory accuracy
• Support warehouse operations, stocktakes, and incoming shipments
• Assist other team members with order fulfilment as required

Customer Service & Support

• Manage customer enquiries across all channels
• Provide timely updates, resolve issues, and maintain a high standard of communication
• Handle more complex enquiries including custom orders, product queries, and warranty claims

Distributor & Order Coordination

• Support distributors and partners with order placement and updates
• Coordinate custom and remake orders across key markets
• Ensure clear communication and smooth order flow

Planning & Coordination

• Support production planning and track order progress
• Help ensure timelines and delivery expectations are met

Operations Support

• Provide general operational and administrative support as required
• Assist with showroom, events, and warehouse-related activities

Key Skills & Attributes

• Strong organisation and attention to detail
• Clear and professional communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Proactive and solutions-focused approach
• Team-oriented with a willingness to support across functions
• Proficiency in Microsoft Office, particularly Excel, for data entry, tracking, and reporting

Key Relationships

• Internal teams across production, warehouse, showroom, and accounts
• Customers, distributors, and external partners

Success Measures (KPIs)

• Efficient and accurate order processing
• High level of customer satisfaction
• Smooth coordination across teams and orders
• Contribution to overall operational efficiency

What We Offer

• Tweed Heads–based role within a global, founder-led brand
• Competitive salary & stable, long-term position in a growing business
• Opportunity to shape the operational framework of a growing brand
• The opportunity to work closely with a supportive, hands-on team
• Exposure to multiple areas of operations and logistics with responsibly & ownership of the role
• Opportunities to develop new skills and grow with the business

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