Customer Service

1 week ago

Sydney, New South Wales, Australia THDR Group Full time $50,000 - $80,000 per year

Who We Are

THEODORE is a venture-backed fashion technology startup revolutionising luxury menswear through innovative technology and exceptional customer service. Our achievements include being the Commonwealth Bank Startup of the Year 2024 winner, a finalist for the National Designer Award 2024 at Melbourne Fashion Festival, and featured on SmartCompany Smart50 and AFR's Fast Starter lists. We recently showcased our debut runway show at New York Fashion Week in September 2024 and continue to scale rapidly. This role is based in our Surry Hills head office.

The Role

We are looking for an organised and customer-focused individual to serve as the vital link between our clients and operations team. You'll ensure seamless order fulfilment while maintaining the exceptional service standards our clientele expect.

This means:

  • Managing client communications via email and phone regarding order status, delivery arrangements, and special requests
  • Coordinating with our fulfilment team to ensure timely and accurate dispatch of orders
  • Liaising with courier services and booking deliveries, tracking shipments, and resolving any delivery issues
  • Maintaining accurate records of all orders, dispatch schedules, and client interactions
  • Handling client inquiries about products, timelines, and order modifications with professionalism and efficiency
  • Problem-solving delivery challenges and keeping clients informed throughout the process
  • Supporting inventory tracking and ensuring dispatch documentation is complete and accurate

The Person

You must:

  • Have excellent communication skills and the ability to build strong client relationships while managing expectations
  • Be highly organised with exceptional attention to detail – accuracy is critical in this role
  • Be able to multitask effectively, managing multiple orders and priorities simultaneously
  • Work efficiently under pressure while maintaining a calm, professional demeanor
  • Have a proactive, can-do attitude and be comfortable taking initiative
  • Be adaptable and ready to undertake a variety of tasks as our business evolves
  • Understand the importance of discretion when working with high-end clientele

Requirements

Non-negotiable:

  • High competence in Microsoft Office, particularly Excel, Outlook, and Word
  • A relevant tertiary education (TAFE/College or higher)
  • Strong written and verbal communication skills

Highly beneficial:

  • Previous experience in customer service, logistics coordination, or fashion retail
  • Use of Hubspot CRM
  • Familiarity with courier/logistics systems
  • Experience working in a fast-paced, growth-oriented environment

This role offers flexibility around working arrangements for the right candidate.

Apply

Only those who meet the criteria will be contacted for interview. Please apply with your resume complete resume.

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