Ecommerce Support Specialist

2 days ago

Woolloomooloo, Australia Probe CX Full time

Working in partnership with Universal Music Australia, We have an opportunity for a motivated individual who is passionate about music and customer service and is looking to build a career in e-commerce.

**About the Role**

In this role, you will be at the forefront of providing exceptional customer service for UMA’s eCommerce stores. Your primary responsibility will be to ensure our customers have the best possible experience, addressing their inquiries and resolving any issues efficiently.

Additionally, you will play a vital role in supporting UMA’s eCommerce division. Your efforts will help maximize sales opportunities and drive continuous improvements in conversion rates and customer satisfaction across Universal Music Australia’s ecommerce stores.

Moreover, you will assist with various product administration tasks. This includes managing stock levels and setting up and optimizing product listings to ensure they are presented in the best light across Universal Music Australia’s ecommerce stores.

**Key Details**:

- Full time | Monday to Friday | Business hours
- Commencing 1st July
- Location | Onsite | Woolloomooloo

**Key Responsibilities**:

- Handle all customer tickets and queries, including order status, exchanges, refunds, returns, and other queries
- Liaising with Operations to determine stock movements
- Provides ETA’s and manage briefs/approvals for customer care comms
- Provide feedback on any customer care needs and planning
- Assists with promo ordering & artist stock buys
- Develops forecasting and control processes to drive more accurate inventory planning.
- Support in replenishment process.
- Assisting eCommerce managers in the scheduling & PO management of merchandise
- Supports the team with basic product set up and merchandising needs
- Supports and work with teams to deliver stock optimization analysis, reporting and forward planning
- Supports with set up and retail price management of titles on stores
- Social Media Monitoring
- Adhoc administrative product tasks as advised by Senior eCommerce Development & Snr. Commercial Director.

**Key Skills and Attributes Required**:

- 1-2 years of experience in customer service
- Strong attention to detail
- Excellent time management, ability to manage multiple tasks simultaneously
- Interest in music
- Experience in working with spreadsheets and data
- Tech savvy & able to learn new systems
- Flexibility to occasionally work outside of regular business hours to support online product launches

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