Operations and Customer Specialist

Dogs, cats, budgies and everything in between - pets deserve the world. They make us want to be better humans. That's why we've made it our mission to build the most engaged and passionate community of pets and pet parents across the world. And we're looking for talented team mates who can help us do it.

Founded in Sydney, our team of 500+ pet obsessives span Australia, New Zealand and the Philippines. We've scaled to become one of Australia's top five eComm companies and the no.1 online pet store. But we're just getting started. Like a whippet who's spotted their mate across the dog park, our growth is only going to accelerate, as we continue to disrupt the way that pet parents shop.

Excitingly, the pet industry is booming (as in $15 billion kind of booming) and online pet retail is set to grow exponentially in the next five years. So this is a unique career opportunity to be part of our epic growth story.

The opportunity
Full time role, onsite at our Pharmacy based in Pemulwuy.
Pet pharmacy is growing, and consumer habits are changing - Pet Circle is uniquely positioned to revolutionise this $500M+ market opportunity

Our Pet Circle Pharmacy will increase pet owners' accessibility to pet healthcare and transform the experience of pet parents purchasing pet prescription medication.

Pet Circle believes in doing things differently, with pets and their owners at the centre of every decision. We will 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 one of the only online Pet pharmacies in the Australian market. This role will be crucial to enabling a unique purchase and delivery experience for Pet Parents purchasing pet medication and to educating and supporting them through every stage of this unique new journey.

What You'll Be Doing

• Own the order fulfilment process - Packing, labelling and dispatching orders efficiently
• Process a high-volume of orders with attention to detail
• Own and resolve issues related to delivery delays, damaged goods, or order discrepancies - working with internal teams, suppliers, veterinary clinics and delivery partners
• Conduct periodic inventory counts and report physical product stock levels
• Generate, manage and receive purchase orders from product wholesalers
• Update 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)
• Deliver best-in-class customer service in a high-volume and complex contact centre environment. You will be able to handle inbound and outbound customer contacts ranging from delivery and how-to-order enquiries to support understanding prescriptions and finding the right medication.
• Handle all customer queries with the goal of providing an efficient and effective resolution (owning our team and individual input SLA metrics for phone and email) while delighting our customers, going above and beyond to build loyalty and advocacy.
• Become the Voice of the Customer for the Pharmacy 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 for the pharmacy.

The ideal toolbox

• 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 logistical 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

Role location
This role will be based in our new Pharmacy warehouse at Pemulwuy.

Juicy perks

• Heaps of development opportunities - stretch projects, secondments and unlimited learning courses via Go1
• Flexible working environment
• Up to 50% employee discount
• Product sample giveaways
• Pawrental leave and wellbeing leave
• Team charity volunteer days
• Classpass subsidy

Why Join?
We Reckon Our Mission To Help The World Pet Better Is An Important One, But Also An Incredibly Fun And Rewarding One. Becoming a Pet Circler Means You're Committed To Help Shape An Entire Industry - It's Pretty Exciting Stuff. Here's What We Stand For

• We're better together
• We operate with humble hearts and hungry minds
• Pets matter' so pets and pet parents always have a seat at our table
• We're instinctively curious. Always.

Belong at Pet Circle
Our unique perspectives and expertise is our superpower - we value diversity in all forms. So, no matter your background, please apply if this role makes you excited to bring your full self to work each day.