Customer Experience & Operations Coordinator

Proper Goods; Northern Beaches Council; On-site; AUD 65,000 - 95,000; Full time

Benefits offered by this job

Employee discounts on luxury eyewear

Profit Share Program

Ongoing training and development

Career growth opportunities

Job summary

Proper Goods is a luxury eyewear distributor in Australia seeking a Customer Experience & Operations Coordinator. You will be the main contact for optometry customers, handling inquiries and processing orders while supporting stock and warehouse tasks.

Reporting to the Operations Manager, you will resolve issues, manage backorders, coordinate returns and warranty claims, and work closely with the sales team to deliver an outstanding customer experience.

Qualifications

• Experience in a customer-facing role delivering high-quality service.
• Strong communication and problem-solving abilities.
• Familiarity with ERP, CRM or inventory systems.
• Interest in premium eyewear or fashion is a plus.

Responsibilities

• Respond to customer inquiries via phone and email.
• Process orders, backorders, returns and warranty requests.
• Coordinate stock, deliveries and warehouse tasks as needed.
• Work with sales to maintain exceptional customer experience.
• Maintain accurate customer records and notes.

Skills

Customer service

Communication

Problem solving

ERP / inventory software

Tools

ERP system

CRM software

Inventory management software

Job description

Customer Experience & Operations Coordinator

Join the future of luxury eyewear distribution.

We're looking for a customer service gun who loves solving problems, building relationships and making customers' lives easier.

Proper Goods represents some of the world's leading independent eyewear brands across Australia and New Zealand. We're a small, hands-on team, and we're looking for someone to become a key point of contact for our optometry customers.

Around 70% of this role is customer service – phone, email, orders, backorders, returns, warranties and follow-up. The remaining 30% supports our broader operations, including stock, deliveries, order processing and helping in our warehouse when required.

About Us

Proper Goods is a modern eyewear distributor representing some of the world's most respected independent eyewear brands, including Mykita, Moscot, Garrett Leight, Ahlem, Lunor and more.

We challenge industry norms through exceptional service, operational excellence and a passion for premium products. Our team is ambitious, collaborative and committed to continuous improvement.

The Role

Reporting to the Operations Manager, you'll become one of the key day-to-day contacts for our customers, while also supporting the operational side of our business when required.

This is a hands-on role in a small team. You'll spend most of your day helping customers, processing orders and following issues through to resolution, while pitching in across stock and warehouse tasks when needed.

Customer Experience

• Respond to customer enquiries via phone and email
• Process orders and assist with product enquiries
• Manage backorders and keep customers informed of updates
• Coordinate warranty claims, repairs and returns
• Provide after-sales support and follow customer issues through to resolution
• Maintain accurate customer records and system notes
• Work closely with our sales team to provide an exceptional customer experience
• Take ownership of customer problems through to resolution

Operations & Inventory

• Receive and process inbound stock deliveries from international suppliers
• Assist with inventory accuracy, supplier returns, repairs and warranty replacements
• Perform product quality control checks and inventory verification
• Process supplier returns, repairs and warranty replacements
• Help with deliveries, stocktakes, order fulfilment and warehouse tasks when required
• Work alongside the wider team to keep our operations organised and running smoothly
• Maintain a clean, organised and efficient operational environment

Team Support

• Cross-train across customer service and inventory functions
• Provide leave and peak-period coverage for teammates
• Support continuous improvement initiatives across operations

What You'll Bring

• Previous experience in a customer-facing role where providing excellent service and solving customer problems was a major part of your day
• A warm, clear and confident communication style and professional phone manner
• A genuine enjoyment of talking to customers and helping them solve problems
• The ability to take ownership of issues and follow them through rather than simply passing them on
• Confidence working with systems, ERPs and inventory software
• The ability to manage multiple priorities while maintaining accuracy
• A proactive attitude - you're someone who notices what needs doing and gets on with it
• A willingness to pitch in with practical stock and warehouse tasks when the team needs help

Highly Regarded

• Experience in B2B customer service, wholesale, premium retail or e-commerce
• Experience managing returns, warranties or after-sales customer issues
• Experience working with ERP, CRM or order-management systems
• An interest in design, fashion, eyewear or premium products

What We Offer

• Competitive salary
• Employee Profit Share Program
• Employee discounts on luxury eyewear
• Ongoing training and development
• Career growth opportunities within a growing business
• Supportive and collaborative team environment

At Proper Goods, we believe great people thrive when given trust, responsibility and the opportunity to make an impact.