As our eCommerce Customer Experience Coordinator, you’ll be the first point of contact for online customers, managing enquiries across phone, email, and live chat. You’ll ensure orders are processed accurately, coordinate with logistics partners, and support internal teams to deliver a smooth, efficient, and positive online customer journey.
Key Responsibilities:
- Serve as the primary contact for eCommerce customers, delivering timely, professional support across multiple channels.
- Manage product, order, and freight enquiries, providing proactive updates and solutions where needed.
- Accurately enter and maintain customer and order data within eCommerce platforms, CRMs, and order management systems.
- Coordinate with logistics partners to track deliveries, resolve issues, and ensure on-time fulfilment.
- Identify recurring customer concerns and recommend process improvements to enhance efficiency and satisfaction.
- Collaborate with marketing and operations teams to improve online content, product information, and overall customer experience.
- Maintain high service standards and contribute to continuous improvement of online processes.
- Previous experience in customer service, must have eCommerce experience.
- Strong written and verbal communication skills, with a customer-focused approach.
- High attention to detail, particularly with data entry and order accuracy.
- Comfortable using online platforms, CRMs, and eCommerce/order management systems.
- Strong problem-solving skills with the ability to prioritise in a fast-paced environment.
- Proactive, adaptable, and committed to delivering an exceptional online customer experience.
Our client is a trusted, long-standing leader in industrial and retail hardware solutions across Australia and New Zealand, renowned for quality, operational excellence, and a genuinely supportive workplace culture. With their eCommerce presence continuing to grow, they’re seeking someone who thrives in a fast-paced environment, enjoys problem-solving, and takes pride in delivering an exceptional online customer experience.
