Job Description
We are looking for an exceptional Customer Service and Dispatch Coordinator to join our growing and dynamic team. Saint Valentine is a successful omni-channel business with retail, wholesale & online presence; major stockists include David Jones, Dissh, Nude Lucy, Superette & The Iconic.
This role aims to deliver exceptional service and resolutions to our customers, offering helpful support via email and live chat, converting queries to sales, increasing return customer rate and minimizing returns wherever possible.As well as customer service, the role will manage the efficient dispatch and processing of returns for online and Iconic orders working alongside Dispatch & Studio Assistants, as well as helping with other areas of the business including Ecommerce, Marketing & Social Media when required and based on the candidate’s skills and interests.
The successful candidate will have some previous customer service experience, a positive can-do attitude and desire to learn, extremely high written and verbal communication skills and exceptional attention to detail as well as being a team player and able to multi-task especially in busy trade periods.
TITLE: Customer Service and Dispatch CoordinatorDEPARTMENT: EcommerceREPORTS TO: Ecommerce & Marketing ManagerBASIS: Full timeLOCATION: Alexandria Head OfficeSALARY: $50-60k based on experience
Key responsibilities for the role include:
Customer Service:
Manage all online communications from the Saint Valentine email, website chat, Iconic Seller Centre and Meta inbox using customer service platform GorgiasCustomer Service Emails to be replied within 24hrs or less on business daysCustomer Order Issues to be resolved within 2 days (where possible)Liaise with Australia Post to resolve any shipping enquiriesManage all reviews on Okendo and Google, replying to negative reviews within 48 hours, with resolution suggestions
Dispatch:
Ensure all orders are accurately picked and packedEnsure all orders are correctly presented and packed as brand standardsFulfil Online Orders across Saint Valentine & The Iconic, orders until 12pm to be sent same dayEnsure integration between Shopify and StarShippit is working correctly and pulling through accurate product and package dimensions, troubleshooting if any issues ariseMonitor discount codes used with orders
Returns:
Manage the online returns process including Shopify, reporting, customer communication procedures and ensuring inventory is correctly adjusted in ShopifyReduce returns wherever possibleReport any recurring issues to the Production TeamCustomer returns to be handled within 48 hours of receiptEnsure returns report is up to date and suggestions made to the team monthly to reduce return rates
The Iconic (marketplace):
Manage Iconic order dispatchManage customer service enquiries from the IconicManage iconic returns, disputing invalid returns and ensuring correctly adjusting stock in ShopifyMonthly Iconic returns reportingAssist with the set up/production for new products when required
Other:
Assist with dispatching for gifting and PR loansMaintain Stylist Loan Document including the return of items to & from stylists, press, The Iconic etcQC items & return to stockAssist with quarterly head office stocktakeAssist with inventory management at head office and between storesSuggest any problems with the site / changes for improved customer experience to the Ecommerce Team
What we can offer you:
The opportunity to be an integral part of the majority channel of our business during our next stage of growthTraining and visibility with other business areasCareer growth and developmentA competitive salaryA dynamic, collaborative & fun work environmentGood work-life balance (including birthday leave)Generous staff discount, quarterly jewellery allowance & more!
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