E-commerce Customer Service Coordinator

2 weeks ago

Brisbane, Australia Opal. Full time

**Thinking Careers. Discover Opal**

As part of the Nippon Paper Group, Opal is one of Australasia’s leading packaging and paper companies and we employ more than 4,500 team members across our operations. We manufacture goods that you see, touch and use every day and our customer base includes some of the biggest names in FMCG, Retail and Fresh Produce.

We stand for innovation, smart solutions and sustainability and this is an exciting time to join us as we build our own unique culture fuelled by confidence, energy and passion.

**Discover the Opportunity....**

The Role will be the first point of contact for new and existing customers using the online channel. Providing timely technical or product support while customers are in the buying journey will improve sales conversions through the web channel. Transitioning our existing customers from offline buying to online is expected to generate increased enquiries on both website use and products offered, therefore a specialist customer service role is required. The efficient administration and onboarding of new and existing customers will be required to leave positive first impressions of Opal and online purchasing.

You will contribute to the success of Opal by:

- First level troubleshooting of customer issues with website browsing and ordering
- Collection and escalation of feedback from customers on website experience
- Be able to check stock, cancel orders, change orders, general sales admin in ERP (WinMagi) as requested from website customers or internal stakeholders
- Be able to check with warehouse staff and logistics providers on orders that are outside of the promised delivery timeline
- Responsible for online activation of accounts in ERP and Magento as requested by Account Managers
- As part of onboarding new accounts for online, ensures all customer parts and account data is presentable online.
- Provides all onboarding material directly to customers or Account Managers as needed
- Responsible for catalogue maintenance in ERP of online customers as requested by Account Managers (activating / de-activating products)
- Assists ecommerce team in product enrichment for online catalogue (categorisation, description, technical specifications)

**Discover Yourself.**

We are able to offer a varied career journey with experiential learning gained from cross-functional and lateral moves. We embrace diversity in all its forms and we look for curious individuals who thrive in an environment of change. Specifically for this role, we expect you will have;
- Has extensive customer service experience in retail or online situations
- Has experience using a ERP or similar to view and manipulate customer and sales data
- Has experience using website Content Management Systems
- Above average computer program literacy (Excel, Word, Outlook)
- Exceptional communication skills both written and verbal
- Interest in ecommerce, sales and marketing

For more information please contact Dean Jones on +614 91158351 or jump right in by sending us your CV.

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