Operations and Customer Specialist

At Pet Circle, we want to create a world where pets and their families are healthy, happy and spend more time together.

Over the past ten years, we've scaled to become one of Australia's Top 5 eCommerce companies and the No.1 player in the online pet industry. We will accelerate our growth as we continue our mission to disrupt the way that pet parents discover & shop for the products they love.

The pet industry is booming (a $15 billion industry), and pets hold bigger spaces in our hearts and homes than ever. The pet industry's online penetration will grow exponentially in the next five years. We are seeking a generalist and versatile operations and customer specialist to be part of our unique growth story

**The Opportunity**

The industry is growing, and consumer habits are changing - Pet Circle is uniquely positioned to revolutionise this $500 Million market opportunity

Pet Circle believes in doing things differently, with pets and their owners at the centre of every decision. Our new venture 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 new venture 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.

**What You'll be Doing**:

- ** 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.
- ** 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)

**Your Ideal Skills & Experience**:

- 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.
- 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)
- 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.
- Start-up motivation - growth mindset and a fast learner who makes things happen and is adaptable to change

**What Awesome Looks Like**:

- Exceptional written and verbal communication skills in English - you can compose thoughtful and personalised responses to customers
- High EQ to truly connect with customers, ask quality questions and anticipate needs
- Learning appetite - you are ready to wear many hats and go above and beyond to solve daily challenges as we shape this new business. You have an interest in developing entrepreneurial and business management skills.
- Customer-centric mindset and natural tendency to go above and beyond to solve problems
- Outcome-oriented / results-driven - thrives on solving issues efficiently while giving an excellent experience
- Excellent problem-solving and listening skills, using strong judgement and patience to manage delivery drivers and complex customer requests
- Analytical skills - Capacity to identify trends, patterns, and areas for improvement
- Resilience in troubleshooting & dealing with difficult stakeholders (you love turning these situations around)
- Thrive under pressure with an ability to multi-task across multiple systems.
- Strong time management skills and naturally well organised - You work efficiently within