Digital Customer Care Coordinator

4 months ago

North Ryde, Australia FREEDOM Furniture Full time

Who we are
Take a seat at Freedom, the home of innovation, empowerment, and opportunity. For more than 40 years, we've continued to deliver on our promise: to make beautiful things for the home available to everyone.
Our company is about our people, so honesty, transparency and recognition are at the heart of how we work. Spend your day inspired to grow, through problem-solving, collaboration and hard work. We're design-led, passionate, and constantly evolving.
As the Digital Customer Care Coordinator, you have a passion for customer experience and are responsible for ensuring all customers have a seamless delivery experience. You are the day-to-day contact for our external delivery partners and suppliers to ensure they have the tools to adhere to Freedom's delivery expectations.
It will be your responsibility to build positive and proactive relationships with our third-party vendors, stores and internal stakeholders, provide meaningful reporting relevant to your responsibility areas and, ensure that the website has the most up to date logistics information.

**Key Duties/Responibilities**:

- Monitor fulfilment queues and service levels, by maintaining regular contact with all fulfilment hubs and ensure all Click & Collect and Home Delivery orders are picked accurately, dispatched on-time and packaged to Freedom standards.
- Provide analysis to optimise performance and create actionable outcomes focusing on improving customer experience and driving operational efficiency.
- Open enquiries/tickets as required and ensure that all documentation and information is accurately recorded and tracked.
- Escalate and follow up enquires/tickets in line with policies.
- Take ownership of follow up actions to progress the customer through their journey in accordance to escalation policies, timeframes, business rules and practices
- Actively contribute to the formulation of the online fulfilment optimisation strategy and roadmap.

**Who you are**:

- Basic understanding of freight and logistics standards and procedures
- Analytical and reporting skills
- Passion for customer experience.
- Ability to meet deadlines and manage multiple priorities.
- Able to excel as a team player.
- Flexible and proactive attitude.
- Advanced computer skills - MS Office.

**Perks of the job**:

- Flexible working options once you have your feet under the desk.
- Generous staff discount across all Freedom products including sale prices
- Join a great and collaborative workplace culture

Have a voice, make an impact, and find your seat at Freedom.
Freedom to grow. Freedom to think. Freedom to be.

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