eCommerce Operations Coordinator

Associated Retailers; City of Melbourne; On-site; AUD 65,000 - 75,000; Full time

Benefits offered by this job

On-site car parking at Oakleigh Office

Monthly Town Hall Updates

Birthday leave

Employee Assistance Program (EAP)

Opportunities to learn and develop ine

Support Office and store collaboration

Job summary

Associated Retailers Limited (ARL) is seeking an eCommerce Operations Coordinator in Melbourne to be the first point of contact for customer service and member support across ARL's eCommerce operations. You will handle online order enquiries, returns, fulfilment support, and contribute to onboarding resources for ARL's retail systems.

You will work closely with our member network, stores, and Support Office teams to ensure smooth operations and a positive customer experience across ARL brands

Qualifications

• A genuine passion for providing excellent customer service.
• Strong attention to detail and the ability to follow enquiries through to completion.
• Confidence using digital tools and systems or the ability to learn new platforms quickly.

Responsibilities

• Deliver first-class customer service for ARL's eCommerce customers and resolve enquiries and issues.
• Support ARL members with eCommerce order and fulfilment enquiries, ensuring issues are followed through quickly.
• Help maintain clear and up-to-date customer service and member support processes.
• Contribute to training and onboarding resources for ARL's retail systems.
• Build strong working relationships across the Support Office, stores and member network.

Skills

Customer service

Attention to detail

Digital tools

Communication skills

Time management

Team collaboration

Learning new platforms

Tools

Gorgias

Shopify

Job description

Associated Retailers Limited (ARL) is a leading member-owned retail services group supporting a network of independent retailers across Australia and New Zealand. Our well-known retail brands include Toyworld, SportsPower and Compleat Angler. We provide our members with the systems, services and support they need to operate successful retail businesses and deliver a great experience to their customers.

About the role

As the eCommerce Operations Coordinator, you will be the first point of contact for customer service and member support across ARL's eCommerce operations. Your role will cover everything from online order enquiries and returns through to supporting members with fulfilment queries and helping develop onboarding and training resources for ARL's retail systems. You will work closely with our members, stores and Support Office teams while developing a broad understanding of eCommerce and retail operations.

Key responsibilities

• Deliver first-class customer service for ARL's Toyworld, SportsPower and Compleat Angler eCommerce customers, resolving enquiries and issues to achieve a positive outcome for both the customer and the business.
• Support ARL members with eCommerce order and fulfilment enquiries, ensuring issues are followed through quickly and accurately.
• Help maintain clear and up-to-date customer service and member support processes.
• Contribute to training and onboarding resources that help members and new users get up and running with ARL's retail systems.
• Build strong working relationships across the Support Office, stores and ARL's member network.

About you

• A genuine passion for providing excellent customer service.
• Strong attention to detail and the ability to follow enquiries through to completion.
• Confidence using digital tools and systems or the ability to learn new platforms quickly.
• Exposure to Gorgias, Shopify or similar eCommerce platforms would be an advantage but is not essential.
• Strong written and verbal communication skills with a professional and customer-focused approach.
• Good time management and organisational skills with the ability to manage multiple priorities.
• A proactive and team-first approach with the ability to work collaboratively across our Support Office, stores and member network.

Great company culture

• On-site car parking at our Oakleigh Support Office
• Monthly Town Hall Business Updates
• One day of birthday leave each year
• Employee Assistance Program (EAP)
• Opportunities to learn and develop your skills across eCommerce and retail operations