At Joseph Joseph, we are driven by a simple yet powerful belief — that intelligent design has the ability to transform everyday living. We create distinctive, thoughtfully engineered products that not only solve real-world problems but also bring joy, beauty, and functionality to daily life.
Headquartered in London, we have grown into one of the world's most admired houseware brands, with a presence in over 100 countries and partnerships with leading department stores, independent retailers, and a rapidly expanding e-commerce business.
We are looking for a Customer Operations Specialist AU to join the Team in Sydney. Reporting to Customer Supply Chain Director based in the UK, this is a key operational analytical lead within the Customer Supply Chain function, responsible for end-to-end visibility, performance tracking, and continuous improvement across the order-to-cash process, with a focus on both domestic and export operations. This role provides actionable insights into customer service, inventory management, warehousing, transport performance, and export compliance.
What You Will Be Doing
* Performance Reporting & Insights:
* Lead the development and continuous improvement of key operational reports:
* Daily Sales Report
* Order Progress Tracker
* Control Tower Report
* Availability and Allocation Report
* Warehouse & Transport KPI Dashboards
* Compliance & Chargeback Tracking Analyse service and operational trends to drive performance improvements across fulfilment, warehousing, and transport.
* Present insights and root cause analysis to internal and external stakeholders to drive alignment and issue resolution.
* Inventory & Warehouse Oversight:
* Monitor warehouse and transport activities, escalating and resolving issues proactively.
* Analyses warehouse and transport processes and recommend any adjustment to improve service delivery and costs.
* Keep with Customer Supply Chain Executives informed about delivery challenges and revised timelines, offering solutions.
* Create and maintain Customer SOPs for warehouse execution.
* Own stock reconciliation processes across multiple locations, ensuring full alignment between internal ERP systems and external 3PL WMS platforms.
* Cost Control & Financial Analysis
* Deep dive into warehousing and transport invoices:
* Identify variances and unexpected charges.
* Investigate and challenge discrepancies.
* Coordinate resolution and alignment with 3PLs and Finance.
* Lead the preparation of monthly cost-to-serve reports across channels (Retail, B2C, D2C), highlighting trends and areas of concern.
* Stakeholder Engagement & Continuous Improvement
* Represent the Customer Supply Chain function in:
* Monthly KPI and performance reviews
* Customer service level and compliance meetings
* Cross-functional improvement projects and system enhancement discussions.
* Act as a key point of contact for data requests and escalations across Sales, Customer Service, Finance, and Operations.
* Key Relationships
* Customer Supply Chain Executives
* Supply Planning & Logistics
* Finance & Commercial Teams
* 3PL Warehouse and Transport Providers
* IT / ERP Support
* Key Customer Operations Contacts
What we need from you
* 5+ years in customer-facing supply chain, logistics, or operations analysis roles, ideally in FMCG or consumer goods.
* Demonstrated ability to interpret complex data sets and present clear, actionable insights to senior stakeholders.
* Strong Excel and data manipulation skills (pivot tables, formulas, dashboards); knowledge of Power BI or similar tools is a plus.
* Familiarity with warehouse management systems (WMS), transport management systems (TMS), and ERP platforms (e.g. SAP, Oracle, NetSuite).
* Solid understanding of inventory principles, fulfilment workflows, and third-party logistics operations.
* Experience handling customer compliance and chargeback reporting is desirable.
What you will get from us
* Competitive salary plus super.
* Holiday allowance.
* Company performance related bonus.
* An exclusive staff discount.
* Volunteer days.
* Holiday carry over scheme.
* Flexible Hybrid remote working.
* Extra holiday days for long service.
* Refer a Friend scheme.
* Training and Development.
* Team recognition scheme.
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