E-commerce Manager

An exciting opportunity has arisen for someone to join the Retail team as the ‘E-Commerce Manager’

Australia Zoo is an equal opportunity employer, where we recognise the diversity of our workforce and community - be it on the basis of gender, age, race, sexual orientation, or religious belief. We provide specific workplace programs to support diversity and equal employment opportunities for women, people with disabilities and all cultural backgrounds.

This position will play an integral role in supporting the day-to-day operations within the retail department, specialising in the coordination of Australia Zoo’s Online Shop.

This position is responsible for processing online orders, coordinating business mail and supporting the continual development of the online shop. The role will involve both the routine daily packing and dispatching of orders received, together with associated customer service, and the longer-term development of the online retail business, including online shop website management, development of promotional material and inventory management.

This role will work closely and cohesively within the retail department and management to support the operational requirements.

**Duties Include**:

- Pack and dispatch orders received within the E-commerce shop or by phone.
- Supervise Online Shop Attendant/s and delegate relevant tasks for completion, as per dispatch policies and procedures.
- Liaise with Australia Post/Couriers to book in and prepare items for collection using the Electronic Lodgement of Mailing Statements (ELMS) system, Australia Post Parcel Send and other known courier companies.
- Coordinate outgoing business mail across sub-accounts.
- Identify non-routine customer enquiries and escalate as appropriate.
- Preserve excellent levels of internal and external customer service.
- Handle all online returns, organising replacements or refunds as necessary, and keep accurate records of items returned or lost in transit.
- Oversee online stock levels and adjust pricing using stock-control systems and adhere to effective and efficient stock control processes.
- Coordinate the E-commerce online shop product listings using the Zoo’s preferred software platform, including category management.
- Assist with the ordering of stock and mailing supplies from various suppliers.
- Maintain a tidy and well-organised stock storage system.
- Responsible for maintaining a high standard of hygiene and cleanliness within the online shop warehouse and workstation/s.
- Have the ability to maintain strong relationships with key stakeholders, local businesses and suppliers.
- Monitor online listings and advise retail management on under-performing product lines and identify products due for promotion.
- Coordinate special online promotions and marketing plans including photo shoots, promotional banners and updating product descriptions.
- Liaising with the Design Department to prepare monthly newsletter content and promotional offers to distribute via Electronic Direct Mail (EDM).
- Provide reports to Retail Management as required.
- Achieve targets and KPI’s as determined by Retail Management.
- Support general Warehouse duties including the receival and distribution of stock as required.
- Support the retail department by liaising with suppliers regarding missing/damaged items or returns as required.
- Monitor and evaluate the quality and consistency of service and product delivery as required.
- Support the identification of new product lines and brand consistency across all areas.

**Essential Criteria**:

- Minimum of 3 years’ experience in a role within Retail.
- Working knowledge of various computer software programs (MS Office, POS), with a specialisation in online platforms (Big Commerce, Shopify).
- Competence in delegating multiple tasks and following up to ensure completion.
- Communication skills.
- Excellent customer service skills and an in-depth knowledge of customer service principles and practice.
- High level of decision making and organisation skills.
- Exceptional problem solving and planning skills with the ability to work in a fast-paced environment.
- Full availability, including weekends, public holidays and school holidays.