Ecommerce Support Specialist

2 days ago

Woolloomooloo, Australia Probe CX Full time

At Probe, expect to think differently, challenge the norm and find your purpose.

**About the Role**

In this role, you will be at the forefront of providing exceptional customer service for Universal Music Australia's eCommerce stores. Your primary responsibility will be to ensure our customers have the best possible experience, addressing their inquiries and resolving any issues efficiently.

Additionally, you will play a vital role in supporting UMA’s eCommerce division, by managing operational tasks such as inventory and order management, product setup and movement within systems, and optimising departmental activities.

**Key Details**:

- Full time | Monday to Friday | 9:00am to 5:00pm
- Hybrid | Woolloomooloo

**Key Responsibilities**:
**Customer Service**
- Manage all customer inquiries, including order status, exchanges, refunds, and returns.
- Optimise customer service technology, templates, and macros for faster and more efficient responses.
- Coordinate with Operations and Warehouse regarding stock and order statuses.
- Contribute insights to customer care needs and planning.
- Proactively update customers on inventory delays, release date changes, and obtain internal approvals.
- Identify ticketing trends and opportunities to enhance the fan experience.
- Monitor social media inboxes as needed.

**Operational Administration**
- Manage key operational outputs: promo orders, replenishment, reservations, stock buys, PO management & inbound.
- Support eCommerce managers with product setup, scheduling PO requests, and basic merchandising.
- Collaborate on priority optimization projects, stock optimization analysis, reporting, and forward planning.
- Enhance systems and processes with the Operations & eCom team to drive departmental efficiency.
- Perform ad-hoc team administration tasks as advised by eCommerce Director & Senior Commercial Director.

**Key Skills and Experience**
- Customer Service Background
- Proficiency in eCommerce best practices (merchandising, loyalty & customer retention, inventory management)
- Experience with CRM tools (Digital Genius, Zendesk preferred)
- Experience in working with spreadsheets and data
- Tech savvy & able to learn new systems
- Strong attention to detail
- Ability to manage multiple tasks and prioritise effectively.
- Flexibility to occasionally work outside of regular business hours to support online product launches

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