Chief Operating Officer & Chief Marketing Officer
Are you a talented Ecommerce Customer Service & Fulfilment Manager seeking true opportunity and impact? We've got a great business, and we are looking for you to join the team. Based in Melbourne, with a subsidiary in Auckland, Urban Shoemakers is a footwear developer, wholesaler, and e-commerce retailer and the owner of EOS and Los Cabos, two of the most exciting independent footwear brands in Australia and New Zealand.
Over 40 years, we've crafted a fantastic business through strong creativity and design, energized strategy, and hard work. Now, we're kicking on to grow, expand, and strengthen Urban for the future. Your customer service expertise is a big piece of the puzzle.
About the opportunity
As URBAN Shoemakers' Ecommerce Customer Service & Fulfillment Manager, you will oversee and manage all URBAN Shoemaker's e-commerce customer service and fulfillment process. ensure orders are fulfilled accurately and on time while providing exceptional customer support.
Working in our Brooklyn warehouse and occasionally at our St. Kilda office, you'll love taking the lead on:
Job brief – An Ecommerce Customer Service and Fulfillment Manager oversees online retail platforms' customer support operations, ensuring a seamless and satisfactory shopping experience for customers. This role involves managing the fulfilment department to ensure the execution of daily fulfilment operations. The manager is responsible for the processes and procedures for customer service and order management by implementing the team roster and monitoring the efficiencies throughout the department.
Responsibilities
* Customer Service Responsibilities
* General: Manage, organize, and respond to customer queries through URBANS' Customer service ticketing platform, Gorgias, including emails (tickets), live chat, phone, chargebacks, and ship station.
* Third-Party Platforms: Manage customer service on third-party platforms, The Iconic and THE DOM, for both EOS and Los Cabos.
* Platforms & Integrations: Manage Gorgias, ensuring all integrations work smoothly, setting up automation and staying up-to-date on platform updates and new features. Managing customer service reviews, back-in-stock alerts, customer wishlists and other customer service apps
* Returns: Manage, organize, and process customer returns and exchanges through the URBANS return platform, Return Go, and process The Iconic and THE DOM returns.
* Policies & Procedures: Manage and update all URBAN Brands FAQ pages, contact forms, return policy, and order updates based on the changing seasonal calendar, as well as create or revise processes and procedures to increase efficiencies.
* Internal Communication: Communicate to all departments regarding customer product feedback, complaints, suggestions, or site breakdowns.
* Reporting: Provide customer service reports upon request.
* Fulfillment Management Key Responsibilities
* Staff Roster: managing the fulfilment team roster, assuring that it is adequately staffed and not over staffing.
* Order Fulfilment: Accurately pick, pack, and dispatch customer orders promptly for all web store channels.
* Quality Control: Ensure all orders are accurate, address discrepancies, and follow packing and shipping requirements.
* Stock Management: Work closely with the E-Commerce team to release new stock, replenish low stock, and keep the fulfillment inventory area organized across all URBAN Shoemakers brands.
* Product Preparation: making sure shipping and packing supplies are well-stocked
Compensation and culture
* Here's why we hope you'll love this role: You will be rewarded for your achievements through a strong base salary plus meaningful performance bonuses, regular reviews, and generous discounts and perks.
* Work in a culture where you're trusted, not micromanaged. We care about what you deliver, not how many hours you put in.
* Lead, support and learn from a fantastic, diverse workforce – our team of 26 currently includes people from France, Germany, Ukraine, Mexico, Nigeria, Colombia, Korea, China, Taiwan, New Zealand and the United States... and yes, Australia!
Requirements
* The permanent right to work in Australia – this is non-negotiable for this role.
* 2+ years of experience in ecommerce customer service and fulfillment management, experience in the fashion industry is a plus.
* Experience working in Shopify is a must.
* Experience with ShipStation & Gorgias is a plus.
* Team building and management skills.
Reporting and team
This role reports to the Head of Operations and manages the ecommerce fulfillment team (currently 7 part-time employees).
Seniorities and employment type
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Industries: Wholesale
Note: This job listing includes a variety of related postings and location mentions within the page content. This refined description focuses on the primary role and its responsibilities, qualifications, and benefits.
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