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.

---