Ecommerce Customer Service Officer

H&D Automotive Pty Ltd; Brisbane; On-site; AUD 48,000 - 60,000; Full time

Job summary

H&D Automotive Pty Ltd is seeking an Ecommerce Customer Service Officer in Brisbane to look after customers after they place orders. This isn’t a sales role; you’ll provide fast, clear responses and ensure requested changes are implemented.

You’ll handle order updates, back orders, and inquiries with accuracy, calmly addressing frustrated customers. Training on our systems will be provided, and parts knowledge is a bonus.

Qualifications

• Experience in customer service, ideally for an online store.
• Clear, friendly emails without a script.

Responsibilities

• Manage customer service inbox and live chat with concise replies.
• Update orders: address changes, freight upgrades, cancellations.
• Notify on back orders with realistic dates and tracking.
• Coordinate with purchasing to locate back-ordered parts.
• Handle "where's my order" inquiries with tracking data.
• Route technical questions to sales and follow up to close gaps.

Skills

Customer service

Written communication

System navigation

Job description

We're hiring an Ecommerce Customer Service Officer to look after our customers once they've placed an order. This role isn't a sales job. You won't be chasing targets or cold calling anyone. You'll be the person who makes sure every customer gets a fast, straight answer, and that the change they asked for actually happens. Most of the emails and chats we get aren't sales. They're someone who moved house and needs the delivery address changed. Someone who wants express freight instead of standard. Someone whose part is on back order and wants to know when it'll land.

Key responsibilities

Work through the customer service inbox and live chat, and keep reply times short

Update orders when customers ask, including address changes, freight upgrades and cancellations

Catch changes with dispatch before an order leaves the building

Tell customers about back orders early, with a realistic date, and keep them updated until the part ships

Work with our purchasing team to find out where a back-ordered part is

Answer "where's my order" questions using tracking and our order system

Pass fitment and technical questions to the sales team, and follow them up so nothing falls through

Keep notes on each order so anyone in the team can see what's been said

About you

Experience in customer service, ideally for an online store. Retail, hospitality or call centre experience counts too

You write clear, friendly emails without a script, and you spell things right (although AI does assist here massively)

You're organised. When you say you'll get back to someone by Thursday, you do

You stay calm with a customer who's frustrated their part is late

Comfortable picking up new systems. We'll train you on ours

Parts knowledge is a bonus, not a requirement

Full working rights in Australia

About us

H&D Automotive sells 4x4 performance parts and spares globally from our warehouse in Darra, Brisbane. Most of our customers drive LandCruisers, Patrols and Hiluxes, and plenty of them want more power or more reliability out of a 1HD-FTE, 1HZ or TD42. They buy from our web store, over the phone and at the counter. Workshops and dealers buy from us on trade accounts. We're an emerging and fast-growing business, often seeing 45 to 80% growth year on year, with a team of 22 staff. We are a tech heavy business, with in-house developers who build our own software.