Operations and Customer Specialist

Dogs, cats, budgies and everything in between - pets deserve the world. They make us want to be better humans. That’s why we’ve made it our mission to build the most engaged and passionate community of pets and pet parents across the world. And we’re looking for talented team mates who can help us do it.

Founded in Sydney, our team of 500+ pet obsessives span Australia, New Zealand and the Philippines. We’ve scaled to become one of Australia's top five eCommerce companies and the no.1 online pet store. But we’re just getting started. Like a whippet who’s spotted their mate across the dog park, our growth is only going to accelerate, as we continue to disrupt the way that pet parents shop.

Excitingly, the pet industry is booming (as in $15 billion kind of booming) and online pet retail is set to grow exponentially in the next five years. So this is a unique career opportunity to be part of our epic growth story.

**The Opportunity**

Pet Circle believes in doing things differently, with pets and their owners at the centre of every decision. Our new pharmacy will increase pet owners’ accessibility to pet healthcare and provide better choice, value and convenience - enabling pet parents to enhance their pets' quality of life even further.

This is an incredible opportunity to develop entrepreneurial skills and help us bring to life and scale our Pharmacy in the Australian market. This role will be crucial to enabling a unique purchase and delivery experience for Pet Parents and to educate and support them through every stage of this new journey.

**Please note that this is a casual position and we require availability on Mondays + Wednesdays or Thursdays.**

**What You'll be Doing**:

- ** Operations support**:

- Manage and coordinate with delivery partners to ensure all orders are delivered in compliance with delivery window schedules
- Use data to optimise delivery routes and schedules with the aim of minimising cost and increasing speed of delivery
- Own the order’s fulfilment process - Packing, labelling and dispatching orders previously dispensed and approved
- Maintain an accurate roster of Delivery Drivers, taking into consideration delivery schedules, efficiency, and number of orders.
- Implement systems and processes to track and manage order status, shipping information and dispatch orders.
- Own and resolve issues related to delivery delays, damaged goods, or order discrepancies
- Conduct periodic inventory counts and report physical product stock levels
- Generate, manage and receive purchase orders from product wholesalersUpdate product pricing on the website
- Deliver team and individual input metrics, balancing productivity targets and customer satisfaction metrics (delivery efficiency, delivery compliance, delivery experience, stock levels)
- **
Customer support**:

- Become the Voice of the Customer for the team. You'll report on customer interactions and share relevant insights and opportunities to drive fast and efficient improvements, playing a critical role in shaping the best purchase experience.

**The Ideal Toolbox**:

- Experience coordinating and collaborating with third-party carriers and logistics partners
- Experience working with online systems (CRM, ticketing systems, order management software is ideal and/or delivery tracking systems)
- Experience in a fast-paced, results-driven environment where you managed internal or external customer requests. This may have been a contact centre, customer service or a role with transferable skills
- Fast learner with strong fluency in web-based tools and platforms
- Quick and effective problem-solving skills to address issues related to delivery delays, damaged goods, and other logístical or customer challenges.
- Attention to detail to ensure accuracy in order processing and to optimise delivery routes and schedules.

**Juicy Perks**:

- Heaps of development opportunities - stretch projects, focus groups & secondments
- Flexible working environment
- Up to 50% employee discount
- Product sample giveaways
- Pawrental leave and wellbeing leave
- Team charity volunteer days
- Classpass subsidy

**Role Location**

This is a casual role (2 days/week) and it is based onsite in our pharmacy in Pemulwuy.

**Why Join?**

We’re passionate about what we do and our love for pets is the centre of our why. Becoming a pawsome Pet Circler means you’re committed to help shape an entire industry - pretty exciting stuff We’re a stable, innovative and low-ego group of people who relish challenges and aren’t afraid to do what’s right. Here’s what we stand for;

We’re Better Together

We operate with Humble Hearts and Hungry Minds

We truly believe that Pets Matter; pets and pet parents always have a seat at our table

We’re Instinctively Curious. Always

**Belong at Pet Circle