Operations & Customer Experience Manager

Natty Workwear; Gold Coast City; On-site; AUD 52,000 - 76,000; Part time

Job summary

Natty Workwear in Burleigh Heads on the Gold Coast is seeking an Operations & Customer Experience Manager for a permanent part-time role with Monday, Wednesday and Friday shifts, with a view to moving to full-time in 3–6 months.

You will own daily customer service, oversee B2C and B2B order fulfilment, manage warehouse organisation, and help build scalable processes in a fast-growing ecommerce brand.

Qualifications

• Experience in ecommerce, customer service, warehouse operations, retail or logistics.

Responsibilities

• Own day-to-day customer service and ensure quick, helpful support.
• Oversee the fulfilment of B2C and B2B orders, dispatch on time, and manage returns.
• Keep the warehouse organised, stock locations clear and inventory accurate.
• Help build and improve SOPs, workflows and cross-functional processes.

Skills

Ecommerce operations

Customer service

Warehouse operations

Logistics

Retail experience

Job description

Permanent Part-Time | Burleigh | Pathway to Full-Time in 3-6 months

We’re looking for someone who wants to evolve with us.

Natty Workwear is Australia’s premium workwear and safety eyewear brand,designed for tradies who take pride in their craft. We make quality gear that looks sharp, fits well, and performs on site and off. From humble beginnings in Brunswick, Melbourne, to now calling Burleigh on the Gold Coast home, Natty has always been about more than just workwear. We’re here to shift the culture. To bring style, pride, and purpose back to the tools.

We’re predominantly a B2C ecommerce brand, and we’ve got 50+ stockists around Aus and NZ, with reps on the road growing that number monthly.

Natty Workwear is evolving - quickly, but in a way that’s considered, sustainable and really exciting. We’re building a brand we’re proud of, and as the business grows, so do all the moving parts behind the scenes.

That’s where you come in.

We’re looking for an Operations & Customer Experiencef Manager to take ownership of two pretty important parts of the business: making sure our customers are looked after, and making sure our warehouse runs like a well-oiled machine.

This is a permanent part-time role (we’re currently looking for someone to work every Monday, Wednesday and Friday at our Burleigh Heads HQ), with a genuine view to moving into full-time within the next 3-6 months as the business continues to grow.

We’re looking for someone who is hungry for progression.If you’ve had experience in these areas, you’re ambitious, switched-on and want to grow into a bigger role as Natty grows, there’s plenty of room to do that here.

What you'll be doing

Keeping our customers happy

You’ll take ownership of Natty’s day-to-day customer service, making sure our customers get quick, helpful and genuinely good support.

That means:

• Managing customer enquiries via email (and eventually chat)
• Solving problems rather than just passing them on
• Handling trickier customer issues and escalations
• Helping us develop and improve our customer experience standards, scripts and workflows
• Keeping an eye on the things customers are asking about and finding ways to make the experience better

You’ll become one of the main people customers associate with Natty, so being friendly, clear and solutions-oriented is a must.

Making sure orders get out the door

Our warehouse isn't huge, but it is busy, and getting busier.

You’ll oversee the day-to-day fulfilment of both B2C and B2B orders, making sure everything picked, packed and dispatched is accurate and out on time.

This includes:

• Picking and packing B2C and B2B orders
• Entering B2B purchase orders into Brandscope when required
• Making sure all orders are fulfilled by the end of each shift
• Managing returns, exchanges and warranties
• Making sure returned stock is processed and back where it belongs each day
• Working with Australia Post, Aramex and other logistics partners

Keeping the warehouse under control

As we grow, so does the amount of stuff we have. Stock, packaging, displays, samples, campaign products -it all needs a home. You'll take ownership of keeping the warehouse organised, functional and easy to work in.

That includes:

• Receiving incoming stock and getting it away promptly
• Keeping stock locations organised and clearly managed
• Maintaining inventory accuracy and stock control
• Keeping the warehouse clean, tidy and efficient
• Preparing products for photoshoots, sampling and trade events
• Getting everything back where it belongs afterwards
• Managing product send-outs for content creators, including packing and presentation
• Looking at the way we're doing things and asking, "Is there a better way to do this?"

Making things better

This is where the role gets particularly interesting as Natty grows.

We want someone who can eventually look at the business as a whole and help us build systems that can handle where we're going, not just where we are today.

You'll work closely with the Directors to:

• Build and improve our SOPs and workflows
• Keep the Natty handbook up to date
• Introduce better ways of doing things
• Help connect customer service, fulfilment and warehouse processes

You’ll have a lot of visibility across the business, which means you’ll also have a lot of opportunity to learn.

The person we're looking for

We’re looking for someone with experience in ecommerce, customer service, warehouse operations, retail, logistics or similar.

What matters to us is that you're someone who:

• Wants to learn and is genuinely hungry to progress
• Takes ownership and likes having a system and keeping things organised
• Can switch between customer emails, warehouse tasks and bigger-picture projects
• Is good at solving problems independently
• Communicates clearly and is keen to voice suggestions
• Can handle a growing business where things will change along the way
• Takes pride in doing a job well

We're particularly interested in someone who sees this part-time role as the start of something bigger. Our intention is for this position to move into full-time within 3-6 months, with the scope and responsibility of the role continuing to grow alongside the business.

What’s next

Natty is in a period of fast, sustainable growth, and we're building the team around that. We’ve got an experienced, motivated and inspiring network of people around us, and we’re looking for the last piece of the puzzle in our current growth journey.

So if you're someone who is ambitious, curious and wants to keep progressing, you'll have the opportunity to grow your responsibilities, develop new skills and become a bigger part of the business over time.

Website: https://www.nattyworkwear.com/

Instagram: https://www.instagram.com/natty_workwear