eCommerce Customer Experience & Operations Coordinator

Umusic; Sydney; On-site; AUD 60,000 - 80,000; Full time

Job summary

Universal Music Australia is seeking an eCommerce Customer Experience and Operations Coordinator on a 12-month contract to deliver best-in-class service across UMA’s online stores and to support day-to-day eCommerce operations.

You will work with the eCommerce, Operations and Commercial teams to optimise inventory, orders, and customer interactions, ensuring a seamless fan experience while you manage multiple priorities in a fast-paced environment.

Qualifications

• 1–2 years of experience in a customer service role.
• Experience using CRM or customer service tools, with Digital Genius or Zendesk experience preferred.
• Familiarity with Shopify and the ability to quickly learn new systems and technologies.
• Experience working with spreadsheets and data.
• Exposure to eCommerce best practices, including merchandising, loyalty and customer retention programs and inventory management.
• Excellent communication and problem-solving skills, with a strong customer-first mindset.

Responsibilities

• Deliver best-in-class customer service across UMA’s eCommerce stores, managing customer enquiries including order updates, exchanges, refunds and returns.
• Proactively communicate with customers regarding inventory delays, release date changes and other order updates.
• Maintain and optimise customer service tools, templates and processes to improve response times and efficiency.
• Identify customer service trends and opportunities to continuously improve the fan experience.
• Work closely with Operations and Warehouse teams to monitor inventory, stock movements and order status.
• Support inventory and order management, including promotional orders, replenishment, reservations and stock buys.

Skills

Customer service

Attention to detail

Communication

Multitasking

Tools

Zendesk

CRM tools

Shopify

Spreadsheets

Job description

Universal Music Australia is seeking an eCommerce Customer Experience and Operations Coordinator on a 12-month contract to deliver best-in-class service across UMA’s online stores and to support day-to-day eCommerce operations.

You will work with the eCommerce, Operations and Commercial teams to optimise inventory, orders, and customer interactions, ensuring a seamless fan experience while you manage multiple priorities in a fast-paced environment.