Ecommerce Operations Coordinator Senior Role

7 days ago

North Sydney Council, Australia Luxottica Retail Aust Pty Ltd Full time

We are a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. Our company brings together the expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, creating a vertically integrated business that is uniquely positioned to address the world's evolving vision needs.

Our team crafts exclusive eyewear brands such as Ray-Ban, Oakley, Oliver Peoples, Persol, Costa, alongside esteemed licensed brands such as Tiffany & Co, Burberry, and CHANEL, whilst our cutting-edge lenses Varilux and Transitions lead the industry in innovation. In Australia and New Zealand, we operate the iconic retail and eye care brands: Sunglass Hut, Oakley, OPSM, Ray-Ban and Laubman & Pank.

This role will be involved in streamlining processes and providing support for the team's daily eCommerce operations between customer service and distribution facility teams. You'll work across a variety of tasks from assisting with online activities through to the integration of projects and new website features.

The ideal candidate will act as a liaison between Customer Service and Distribution Centre teams to resolve customer issues related to the website and supply chain. They will collaborate with store operations teams to deliver a seamless omnichannel customer experience.

Requirements

  • Resolve customer issues related to the website and supply chain
  • Deliver a seamless omnichannel customer experience
  • Manage customer service escalations and ensure timely resolutions
  • Communicate online activities, website enhancements, and updates to internal stakeholders
  • Support the backorder process, including reporting and resolution
  • Monitor weekly gross-to-net performance and assess supply chain operations
  • Identify and propose improvements to enhance the customer experience
  • Assist in tracking and analysing Net Promoter Score (NPS) trends
  • Facilitate project integration, including discussions, User Acceptance Testing (UAT), and post-launch hypercare
  • Test new website features, enhancements, and functionality to ensure optimal performance
  • Raise and manage JIRA tickets for site issues and recommend enhancements
  • Investigate customer-reported functionality issues, develop solutions, and communicate updates to stakeholders

Key Qualifications

  • Tertiary education in Business, Commerce, or a related field
  • 1-2 years relevant experience within retail or eCommerce
  • Microsoft Office Suite – particularly Excel
  • Excellent written and verbal communication skills
  • Previous copy writing experience
  • Highly driven, passionate about online retail & quick to learn
  • Strong problem solving & self-management skills with ability to prioritise deadlines

About Us

We offer a competitive salary of around $80,000 per annum, plus benefits. Our company values flexibility and encourages our team members to work in ways that meet their work/life commitments and support their wellbeing. We're an inclusive, team-first company where our people are at the core of everything we do.

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