Ecommerce Experience & Operations Specialist

Universal Music Australia Pty Limited; Sydney; On-site; AUD 60,000 - 90,000; 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 while supporting day-to-day eCommerce operations. You’ll work with the eCommerce, Operations and Commercial teams to ensure a seamless fan experience.

You will manage customer inquiries, monitor inventory, and assist with reporting, templates and process improvements to enhance efficiency and fulfilment.

Qualifications

• 1-2 years' 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.
• 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

Zendesk

Shopify

Spreadsheets

Data analysis

Communication

Organisational skills

Project management

Attention to detail

Tools

Zendesk

Shopify

Digital Genius

Excel

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 while supporting day-to-day eCommerce operations. You’ll work with the eCommerce, Operations and Commercial teams to ensure a seamless fan experience.

You will manage customer inquiries, monitor inventory, and assist with reporting, templates and process improvements to enhance efficiency and fulfilment.