Customer Care Coordinator

About the Role We are seeking a Customer Service Coordinator to manage and deliver exceptional customer support across all brands distributed in Australia and New Zealand . The ideal candidate has a proven background in customer service , excels at building rapport, and is comfortable collaborating with various internal teams to ensure an outstanding customer experience. Role Requirements Positive, enthusiastic attitude with a customer-first mindset. Enjoys being part of a small, collaborative team. Thrives in a fast-paced work environment . Ability to identify process improvements and leverage technology to enhance efficiency and minimize repetitive tasks through automation. Self-motivated, proactive, and driven to deliver the best outcomes for both the customer and the business . High attention to detail and consistent accuracy in all work. Strong written communication skills, with experience interacting with Australian and New Zealand customers via email. Interest in developing knowledge of sustainable and socially responsible business practices , including familiarity with B-Corp brands . Solid understanding of Customer Service principles and the ability to build rapport with B2B and B2C clients . Proficient in Microsoft Office applications . B2C & B2B Customer Care – Australia Support Sales Agents in Australia by processing orders and setting up new customer accounts. Assist with inventory management , product ordering, and product data maintenance as needed. Help maintain the company’s reputation for fair, kind, and efficient customer service . Respond to customer inquiries and complaints via email, social media, or phone when necessary. Collaborate with the Digital Marketing Team to enhance the online customer care experience . Build relationships with customers by providing personalized and trustworthy service . Develop thorough and current knowledge of products to act as a Brand Expert . Coordinate with logistics providers and third-party partners in Australia to manage returns, exchanges, and carrier claim requests . Provide assistance with e-commerce website updates and maintenance . Perform general administrative tasks as part of daily operations. Customer Service – Allocated Role Responsibilities Serve as the dedicated B2B Customer Service Support Specialist for Australia , effectively managing multiple brands and customer support channels. Take ownership of one or more assigned brands, ensuring a consistently positive and professional D2C customer service experience . Act as the main liaison for Sales Representatives, Agents, and Marketing teams , overseeing corporate order management and logistics . Provide onsite support during the annual Australia Sample Sale event, coordinating logistics and assisting the Go-to-Market Manager . Contribute to strategic initiatives and projects aimed at improving customer service operations and overall business performance. Essential Duties and Responsibilities Engage with customers across multiple communication channels, including phone, email, and social media . Foster strong relationships and build trust with every customer interaction. Maintain a deep understanding of the product range to confidently serve as a Brand Expert . Work with logistics and third-party partners to handle returns, exchanges, and claims efficiently. Take ownership of the customer service experience , ensuring every case leads to a positive resolution . Pillars of Excellent Customer Service Work proactively and with initiative. Be accessible and approachable. Respond consistently and promptly. Listen actively to your customers. Treat every customer with respect. Remain professional—never argue with customers. Keep your promises and commitments. Follow through on what you say. Focus on building and maintaining strong customer relationships. Acknowledge mistakes and take ownership to resolve them. #J-18808-Ljbffr