Customer Care Coordinator

Primary Position Objectives

We are looking for an experienced, enthusiastic and highly organised Customer Care Coordinator to join our growing team in Byron Bay.

The primary objective of the Customer Care Coordinator is to provide exceptional customer service and support where needed to the daily priorities of the Warehouse and Customer Service team, through effectively completing daily tasks, processing orders & returns or exchanges and effectively responding to customer enquiries.

The Customer Care Coordinator is responsible for supporting the Customer Service & Warehouse Team in daily tasks that include but are not limited to supporting the Warehouse with pick and pack of orders, managing customer care enquiries for wholesale, supporting in customer care enquiries for online orders, inputting inventory, stocktakes and processing returns.

This is a highly collaborative role, involving great teamwork skills, cooperation, responsibility and exceptional attention to detail. This person will be capable and comfortable working within a small, dynamic team with the opportunity to grow alongside the business.

Position Responsibilities

Key Responsibilities

Brief Description of Duties

Customer Service
- Fulfil and dispatch online orders;
- Fulfil and dispatch wholesale orders - Australia & International;
- Comply with Arnhem standards and vision regarding packaging;
- Ensure order addresses and labels are printed correctly;
- Prepare documents/manifests for order dispatch, including Australia Post, Star Track and DHL;
Inventory Management
- Assist Warehouse Manager in management of purchase orders; the receipt, record, storage and distribution of stock;
- Maintain storage layout and ensure efficient space utilisation;
- Conduct stocktake and generate stock reports, as required;
- Monitor inventory levels and reconcile with data storage systems, including Trade Gecko Inventory Management, Shopify and Shopify POS;
- Support and enforce optimal operational policies and procedures;
Operations
- Assist Management team in day-to-day coordination and management of business operational activities;
- Monitor, control and manage business operations to meet customer expectations and company goals;
- Identify problems in operations process and resolve them;
- Follow standard operating procedures for efficient business operations;
- Support team with Events, set ups and pack downs;
- Assist Store with maintenance;
- Support General Manager with general tasks and duties;
Communication
- Participate as a valued member of the Warehouse team;
- Perform tasks delegated and assist others in need;
- Receive constructive feedback and training opportunities;
- Liaise with clients, external suppliers and transport companies;
- Receive feedback and monitor the quality of services provided;
- Maintain professional relationships with external contacts;
- Escalate major issues to General Manager;
Work, Health and Safety
- Comply with Arnhem’s Health and Safety resources;
- Comply with Arnhem’s Employee Handbook;
Position Requirements / Selection Criteria

Essential Knowledge, Skills and Abilities

Exceptional verbal and written communication skills

Physically able to stand, sit, move, squat, walk, and climb during the shift

Able to work in a fast-paced environment

Highly organised and able to store items efficiently

Able to work in a team environment

Must follow all health and safety procedure and regulations

Pays attention to detail and monitors quality of inventory

Desirable

Experience liaising with manufacturers, distributors and customers

Proven ability to implement process improvement initiatives

Hands on experience with warehouse management software and databases

Skill / Ability

Level of Importance to Position

(High, Medium, Low)

Proficiency in inventory software, databases and systems
- High

Familiarity with modern warehousing practices and methods
- Medium

Good organisational and time management skills
- High

Ability to lift heavy objects (up to 15kg)
- Medium

Good multi-tasking abilities
- High

Technical and IT skills
- Medium

Strong decision making and problem-solving skills
- Medium

Excellent communication skills
- High

Proven ability to implement process improvement initiatives
- Medium

**Salary**: $55,000.00 - $65,000.00 per year

**Benefits**:

- Employee discount

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Byron Bay, NSW 2481: Reliably commute or planning to relocate before starting work (required)

Work Authorisation:

- Australia (required)