Digital Customer Service Co-ordinator

2 weeks 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 Service 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 provide meaningful reporting relevant to your responsibility areas and ensure that the website has the most up to date logistics information, including fulfilment options and lead time parameters.

**Key Duties**:

- Actively contribute to the formulation of the online fulfilment optimisation strategy and roadmap.
- Evaluate the financial implications of any excessive fulfilment, packaging or delivery costs and report them in a timely manner.
- Create innovative solutions focused around cost reduction and operational efficiency.
- Analyse current fulfilment trends for both Freedom and Third-Party vendors.
- Complete testing and roll-out of delivery technology changes that enhance customer experience as required.
- Provide daily, weekly and monthly analysis to optimise performance and create actionable outcomes focusing on improving customer experience and driving operational efficiency.
- 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, on-time and packaged to Freedom standards.
- Drive continuous improvement across all key fulfilment processes and systems.
- Monitor and work closely with the Digital and Customer Service teams to ensure agreed supplier and carrier operational SLA's are being monitored, achieved and where non-compliance is identified it is proactively being addressed.

**Who you are**:

- 1-2 years fulfilment experience (Omni-channel preferred)
- Basic understanding of freight and logistics standards and procedures
- Strong analytical and reporting skills
- Excellent verbal and written communication
- Excellent relationship building and influencing skills.
- Passion for customer experience.
- High degree of accuracy and attention to detail.
- Excellent time management and organisational skills.
- 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.
- Discounts on health cover, travel and more through OurHub, our partnership discount program.
- Free on-site gym and classes.

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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