Rachel Gilbert is an elevated fashion label, creating an experience of excellence and refined luxury. Founded in 2007, Rachel Gilbert is there for the woman of refined elegance, with a nod to celebrating memories made throughout life. Creating tangible permanence of life experiences through craftsmanship. Rachel Gilbert holds values in Community, Consistency, Creativity and Authenticity, dedicated to fostering a team of passionate individuals who share the values of the brand. Headquartered in Alexandria, Sydney and represented globally by a growing and prosperousD2C & B2B business.An exciting opportunity has become available to join the eCommerce team as Customer Experience Coordinator. Reporting to the eCommerce Manager you will be responsible for delivering a high standard of customer service across all digital platforms. This role plays a crucial role in enhancing the consumer shopping experience and maintaining the Rachel Gilbert service standards and values.This is a rare and exciting opportunity for an experienced and passionate customer service representative looking to build a career in the fashion industry and eCommerce. If you are a passionate, results driven individual who is ready to be apart of a fast paced and evolving brand, apply within.Key ResponsibilitiesCustomer Service & CommunicationDeliver exceptional service across all online and digital platforms.Answer customer service phone calls promptly and mitigate any grievances or inquiries.Respond to customer service emails, live chats, and social media messages within service time standards.Maintain an in-depth knowledge of products, including fit, fabrications, and aftercare.Identify opportunities to improve customer experience and service offerings.Ensure phone and email and phone communications are aligned with the brand tone of voice.Ensure all customer interactions demonstrate clarity, professionalism, and attention to detail.Maintain effective internal communications, ensuring all updates, handovers, and escalations to internal teams are accurate, timely, and clearly documented.Order Dispatch & Returns ManagementOversee the end-to-end eCommerce dispatch and return process.Ensure timely order fulfilment by maintaining strong communications with the warehouse.Manually push orders into the Warehouse Management System (WMS).Liaise with the warehouse regarding eCommerce-related queries.Process online returns efficiently and in line with company policies.Reporting & AnalysisGenerate weekly and monthly customer service reports, detailing return rates, returned styles and reasons.Track and analyse customer service performance metrics to improve efficiency and satisfaction.Identify customer behaviour trends and provide insights for enhancing service and retention.Order & Inventory ManagementMonitor and manage online order processing to ensure timely fulfilment.Coordinate with 3PL partners and retail teams to track and manage stock availability.Assist in managing eCommerce packaging inventory to prevent shortagesGeneral Administration & CoordinationWork closely with the eCommerce Manager to support operational needs.Maintain and update internal documents and processes related to customer care operations.Assist with ad hoc eCommerce projects to enhance the digital customer journey.Work closely with functions such as merchandising, and operations to optimise the end-to-end online customer journey.Qualifications & ExperiencePrevious experience in an eCommerce, customer service or retail role.Understanding of eCommerce & customer service platforms (Shopify, loop returns, Gorgias) and customer service tools.Experience using WMS and inventory management systems is advantageous.Excellent written and verbal communication skills and a customer-centric approach.Strong organisational skills with attention to detail and accuracy.Experience using cin7 and Pipe 17 is highly regarded.Why work with us?Wellness activities.Training and development opportunities.A day off on or during the month of your birthday.Summer Fridays.Frequent team and culture activities.Seniority levelSeniority levelEntry levelEmployment typeEmployment typeFull-timeIndustriesApparel & FashionReferrals increase your chances of interviewing at RACHEL GILBERT by 2xGet notified about new Customer Coordinator jobs in Sydney, New South Wales, Australia.Sydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 6 days agoSydney, New South Wales, Australia 2 weeks agoCustomer Service and Logistics CoordinatorSydney, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 2 days agoExecutive Assistant and Project CoordinatorSydney, New South Wales, Australia 17 hours agoSydney, New South Wales, Australia 3 weeks agoBelrose, New South Wales, Australia 2 weeks agoParramatta, New South Wales, Australia 1 week agoNorth Sydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 3 days agoSydney, New South Wales, Australia 6 days agoSydney, New South Wales, Australia 2 weeks agoCustomer Service Representative - Sydney, AustraliaSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 20 hours agoPymble, New South Wales, Australia A$65,000.00-A$75,000.00 2 weeks agoSydney, New South Wales, Australia 4 weeks agoSydney, New South Wales, Australia 2 days agoSydney, New South Wales, Australia 12 hours agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia A$70,000.00-A$80,000.00 1 month agoSydney, New South Wales, Australia 2 weeks agoLogistics Coordinator @ leading fashion marketplaceSydney, New South Wales, Australia 2 weeks agoChatswood, New South Wales, Australia 10 hours agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 3 days agoCustomer Service Contact Centre Representative - Full Time, Hybrid OpportunitySydney, New South Wales, Australia 2 weeks agoWe’re unlocking community knowledge in a new way. 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