Customer Experience Specialist

2 days ago

Malvern East, Victoria, Australia EMP Industrial Full time $60,000 - $80,000 per year

Full-time - Malvern (On-site, Mon–Fri)

EMP Industrial has equipped Australian yogis, studios and wellness professionals since 1981. From our Malvern HQ we ship thousands of premium mats, props and fitness accessories nationwide - serving everyone from first-time shoppers to national gym chains.

We're are looking for a frontline champion who can keep customers smiling and keep our Shopify storefront tidy. If you love jumping on the phone, knocking out an inbox, and tweaking product pages until they sparkle, this dynamic role is for you.

What you'll own

Customer Care (70%)

  • Answer all inbound calls, emails and in-store questions.
  • Assist showroom visitors with product selection and purchase.
  • Prepare sales quotes for wholesale customers
  • Resolve order issues, warranty claims and returns.
  • Maintain FAQ / help centre articles and canned responses to keep first-reply time under 1 hour.
  • Monitor Google/Facebook reviews, respond constructively and escalate product trends to the MD.
  • Coordinate click-and-collect flow with the warehouse.

E-Commerce & Merchandising (30%)

  • Add new products, update pricing, schedule promos and upload creative in Shopify.
  • Regularly check product listings (images, descriptions, shipping rules) and correct any errors that could trigger customer enquiries.
  • Maintain homepage banners and featured collections in line with the current promotion calendar (swap artwork, update links).
  • Create and merchandise collection pages (e.g., "Studio-Grade Props") so priority SKUs surface first.
About you
  • Minimum 2+ years experience in e-commerce or retail customer support, handling phone and email channels.
  • Strong, engaging phone skills - able to build rapport quickly and convert enquiries into satisfied customers.
  • Solid working knowledge of Shopify (or a comparable e-commerce platform) and a support ticket system such as Gorgias, Zendesk or Freshdesk.
  • Demonstrated experience in Shopify product management including adding products, updating pricing, and managing store content.
  • Basic HTML, image editing and Canva skills are helpful
  • Comfortable with Excel or Google Sheets, including basic functions like VLOOKUP.
  • Laser-sharp attention to detail - wrong SKU codes make your eye twitch.
  • Genuine interest in yoga, Pilates or fitness is a big plus (you'll talk props all day).
Why EMP?
  • Direct impact: Play a pivotal role in shaping the customer journey for thousands of shoppers and studios each year.
  • Growth runway: master service first, then carve a path into digital marketing, ecommerce or operations.
  • Staff pricing on every mat, block and bolster we sell - set up your dream home studio.
  • Small, agile team that values ideas over titles - if you spot a fix, we'll back you to implement it.
  • Free street parking and easy tram/train access in Malvern + great coffee on every corner.

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