Customer Service Representative

Milkwick; City of Melbourne; On-site; AUD 26,000 - 42,000; Part time

Benefits offered by this job

Staff discounts on products

Flexible hours

Opportunity to grow with brand

Be part of launches

Job summary

Milkwick, an Australian home fragrance brand, is seeking a friendly Customer Service Representative to join our team. This in-house role puts you at the front line for customers, handling inquiries, processing orders, and delivering a positive brand experience.

You’ll work closely with our warehouse and operations team in Pakenham to ensure timely order processing, accurate records, and helpful service across email, social media, and live chat.

Qualifications

• Previous experience in customer service (eCommerce or retail preferred).
• Strong written communication skills.
• Highly organised with strong attention to detail.
• Confident problem-solver who can think on their feet.
• Comfortable using systems like Shopify, email platforms, or similar tools.
• Positive, team-oriented attitude.
• Motivated and positive.
• Proactive and can demonstrate great initiative.

Responsibilities

• Respond to customer enquiries via email, social media, and live chat.
• Assist customers with orders, product recommendations, and general enquiries.
• Manage order changes, tracking requests, and delivery updates.
• Handle returns, exchanges, and refunds.
• Process wholesale orders and create invoices.
• Greet & serve customers within our warehouse shop.
• Liaise with the warehouse team to resolve order issues.
• Maintain accurate customer records and communication notes.
• Provide feedback on customer trends, issues, and opportunities for improvement.
• Some operations and warehouse support may be required during busy periods.

Skills

Customer service

Written communication

Organisation

Problem solving

Shopify familiarity

Tools

Shopify

Email platforms

Job description

We are a fast-growing Australian home fragrance brand specialising in soy candles, reed diffusers, and lifestyle products. With a strong focus on quality, creativity, and customer experience, we’re passionate about creating products our customers love and a brand they feel connected to.

About Us

We are a fast-growing Australian home fragrance brand specialising in soy candles, reed diffusers, and lifestyle products. With a strong focus on quality, creativity, and customer experience, we’re passionate about creating products our customers love and a brand they feel connected to.

About the Role

We’re looking for a friendly, organised, and proactive Customer Service Representative to join our team. This is an in-house role where you’ll be the first point of contact for our customers, ensuring every interaction is smooth, helpful, and aligned with our brand.

You’ll work closely with our warehouse and operations team to ensure orders are processed efficiently and customers are kept informed every step of the way.

Key Responsibilities

• Respond to customer enquiries via email, social media, and live chat

• Assist customers with orders, product recommendations, and general enquiries

• Manage order changes, tracking requests, and delivery updates

• Handle returns, exchanges, and refunds

• Process wholesale orders and create invoices

• Greet & serve customers within our warehouse shop

• Liaise with the warehouse team to resolve order issues

• Maintain accurate customer records and communication notes

• Provide feedback on customer trends, issues, and opportunities for improvement

• Some operations and warehouse support may be required during busy periods

About You

• Previous experience in customer service (eCommerce or retail preferred)

• Strong written communication skills

• Highly organised with strong attention to detail

• Confident problem-solver who can think on their feet

• Comfortable using systems like Shopify, email platforms, or similar tools

• Positive, team-oriented attitude

• Motivated and positive

• Proactive and can demonstrate great initiative

Bonus Points If You Have

• Experience with Shopify or similar e-commerce platforms

• Experience in a product-based or online retail business

• An interest in lifestyle, home, or fragrance brands

• Leadership experience

What We Offer

• Supportive and friendly team environment

• Opportunity to grow within a fast-growing brand

• Staff discounts on products

• Be part of exciting product launches and campaigns

• Flexible Hours/ Days

Working Hours

• This is a part-time role located at our Milkwick Warehouse in Pakenham

• 20 - 30 hours per week (negotiable)

• Flexibility required during peak periods