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Customer Support Specialist

Position Overview

This is an important role within our organisation and fundamental to our ongoing success. You will work our team delivering outstanding Customer Sales and Service support from end-to-end, with primarily responsibility for supporting our customer channel (B2C).

Key responsibilities

  • Managing inbound Customer enquiries regarding our products, pricing, availability, shipping, etc
  • Managing and processing web orders, Market place/Drop ship order enquiries, shipping, etc
  • Managing and processing product returns, replacement products and credits in a timely manner
  • Supporting B2B customer service during peak periods
  • Assisting customer queries via multi-channel – Phone, Email, Zendesk, Online Chat, Social media, etc
  • Liaising with warehouse, finance, product development, marketing teams
  • Deliver supporting Sales activities and assist with projects that drive incremental value for the business

Team Engagement & Knowledge Sharing

  • Contribute to the regular collection of data, trends and insights that are business and customer relevant
  • Champion the assimilation of new trends and technology for eCommerce
  • Work with Marketing Lead to identify and recommend ways of creating or improving team processes, procedures or templates that will improve team efficiency and effectiveness

Prior Experience & Expertise

  • Customer - outstanding Customer Sales and Service skills via multichannel - phone, online, social
  • Industry - similar experience within Product based organisations in the Wholesale sector dealing with National and Local Retailers. Infant-Baby industry (Maternity sector) experience is advantageous
  • Digital – strong technology and trouble shooting skills with a variety of IT platforms including Netsuite, Zendesk, Google, Microsoft, Internet, Mobile, Social media tools, and experience in CRM and ERP platforms

Personal Traits & Qualifications

  • Friendly disposition, professional, reliable, and an agile and flexible attitude
  • Excellent verbal and written communication skills
  • High attention to detail and organisation skills
  • Strong technical skills, capabilities and expertise
  • Ability to work as part of an integrated team, as well as independently

Successful Applicant

The successful individual will ideally possess similar experience ideally within Product based organisations and the Wholesale sector dealing with a range of Customers. Prior experience within the Infant-Baby industry (Maternity Sector) is advantageous, and relevant qualifications will be favourably looked upon. We are looking for a self-starter with an agile and flexible attitude and strong work ethic who is interested in joining a rapidly growing Australian based company as we continue to expand around the Globe.

What’s on offer?

  • Exciting opportunity with a market leading Australian and Global Brand
  • Flexible working arrangements and conditions
  • Competitive remuneration package
  • A friendly and professional team


Please Note: During the Victorian COVID restrictions our organisation is working from home until restrictions are lifted and Victorian businesses can return to office workplaces with appropriate COVID-Safe Plans in place.


In order to apply for this position, you must hold unrestricted rights to work in Australia Only shortlisted candidates will be contacted To apply online please click the 'Apply' button below


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