Operations & Customer Experience Coordinator

Operations & Customer Experience Coordinator – Cooroy, QLD

Full-Time | Monday to Friday | Hands-on Role in a Fast-Growing Aussie Brand

There's something pretty special about building a brand that helps Aussies spend more time around a campfire, connecting with their family, friends and the great outdoors — and that's exactly what we do here at ArcMate.

We're a family-owned eCommerce brand situated on the Sunshine Coast, best known for the ArcPit, our patented 2-in-1 portable fire pit and BBQ that stores on your spare tyre. We're growing fast and need someone who's ready to take ownership of our day-to-day operations.

If you're passionate about the outdoors, enjoy getting off the beaten track camping with your mates, love variety in your work, and thrive in fast-paced, ever-changing environments — this role is for you.

What You'll Be Doing

Every day will look a little different — but your main focus will be keeping our customers happy and our operations running smoothly.

Customer Service

• Respond to customer emails, online enquiries and phone calls, promptly and professionally, always keeping things aligned with the ArcMate's brand, mission and values.
• Manage order updates, address changes, warranty claims, and returns with care and clear communication.
• Develop and maintain email templates and response guides that reflect our brand voice.
• Handle pre- and post-purchase enquiries with the goal of turning every customer into a lifelong mate.

Operations and Dispatch

• Print and manage shipping labels through our eCommerce systems.
• Pick, pack, and dispatch orders daily — accurately and efficiently.
• Coordinate courier pickups and stay on top of delivery issues.
• Keep the Cooroy warehouse clean, organised, and running smoothly.

Process & Systems

• Help us document repeatable procedures — from dispatch steps to warranty handling and customer response workflows.
• Implement checklists and systems to make life easier and reduce double-handling.
• Spot inefficiencies and suggest smarter ways to get things done.

Opportunity for Future Growth

• Build, mentor, and lead your own warehouse team as the business expands.
• Working with care, respect, and accountability — staying true to ArcMate's values of Every Customer is Our Mate, Curiosity, Integrity, and Accountability.

About You

You're the kind of person who takes pride in doing things properly — reliable, organised, and easy to work with. You've probably worked in a similar role before and understand the importance of clear communication, accuracy, and great customer service.

You'll bring

• Experience in customer service, eCommerce, or operations
• Strong communication and problem-solving skills
• Confidence using systems like Shopify, shipping platforms, or spreadsheets
• A hands-on approach — happy jumping between emails and warehouse tasks
• Great time management and the ability to stay calm when things get busy
• Initiative to spot problems and improve processes before they become issues

You're Someone Who:

• Loves variety and enjoys working in a fast-paced environment
• Genuinely cares about customers and takes pride in helping others
• Wants to grow with a brand that values curiosity, integrity, accountability, and mateship.

What Joining Our Team Looks Like

• Be part of a fast-growing Aussie brand that's passionate about helping campers solve real problems with unique gear.
• Work directly with the founders — no corporate nonsense, no endless meetings. Your ideas and feedback matter here.
• Enjoy career growth opportunities and a competitive, above-award pay rate.

We started ArcMate after years of camping and cooking over the fire ourselves — we were sick of clunky, flat-pack gear that took the fun out of camping. So we built something better.

Now, thousands of Aussies around the country are using our gear to make campfire cooking easier, cleaner, and more enjoyable. And we're just getting started.

If you're ready to join a brand that's built by campers, for campers, and help us keep things running smoothly behind the scenes — we'd love to hear from you.

How to Apply

Send your resume and a quick note about why this role sounds like the right fit for you to give us a call on to chat about the role.