eCommerce CX & Operations Coordinator (12-Month Contract)

Universal Music Australia; Sydney; On-site; AUD 55,000 - 70,000; Full time

Benefits offered by this job

U-Days (2 per year)

Live music events

Job summary

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

You’ll collaborate with eCommerce, Operations and Commercial teams to ensure a seamless fan experience, covering customer service, order and inventory management, fulfilment and system improvements. This role is ideal for someone passionate about music and eCommerce.

Qualifications

• 1–2 years’ experience in a customer service role.
• Experience using CRM or customer service tools.
• Familiarity with Shopify and the ability to quickly learn new systems.
• 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.
• Strong organisational, time management and project management skills.
• Excellent attention to detail and the ability to work effectively both autonomously and collaboratively.
• A proactive, agile approach and a genuine interest in music.

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.
• Maintain reporting and keep key eCommerce and label stakeholders informed of relevant inventory and shipment changes.
• Support product movement and configuration across eCommerce and warehouse systems.
• Work collaboratively with the operations and eCommerce teams to improve systems, processes and overall departmental efficiency.
• Provide general operational and administrative support across the eCommerce and Commercial teams as required.

Skills

Customer service

CRM tools

Shopify

Zendesk

Inventory management

Data analysis

Communication

Tools

Zendesk

Shopify

Job description

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

You’ll collaborate with eCommerce, Operations and Commercial teams to ensure a seamless fan experience, covering customer service, order and inventory management, fulfilment and system improvements. This role is ideal for someone passionate about music and eCommerce.