Retail Operations & Customer Experience Coordinator

Spend-Less Shoes; Gillman; On-site; AUD 60,000 - 75,000; Full time

Job summary

Spendless Shoes in Gillman, SA, is seeking a Retail Operations & Customer Experience Coordinator to join our Support Centre. You’ll provide day-to-day operational and administrative support to the Head of Retail and Leadership Team, helping resolve customer enquiries and coordinate store communications.

You'll build positive relationships across multi-site stores, publish communications through WorkJam, manage tasks, and assist with reporting.

Qualifications

• Previous experience in Retail, customer service, administration or a business support role.
• Strong customer service skills and a genuine desire to deliver a great customer experience.
• Excellent written and verbal communication skills.
• Strong organisation and time-management skills with the ability to juggle multiple priorities.
• High attention to detail and accuracy.
• Confidence using Microsoft Office and digital systems.
• Good problem-solving skills and the confidence to use initiative.
• The ability to build positive working relationships with people at all levels.
• A collaborative, practical and solutions-focused approach.
• The ability to work independently while knowing when to elevate a issue.

Responsibilities

• Providing day-to-day operational and administrative support to the Head of Retail and Retail Leadership Team.
• Responding to store enquiries and coordinating support with relevant Support Centre departments.
• Managing and responding to customer enquiries through our approved customer service channels.
• Liaising with stores to resolve customer orders, complaints and service enquiries.
• Assisting with Click & Collect, Endless Aisle and other customer order issues.
• Coordinating and publishing Retail communications through WorkJam and other communication channels.
• Creating and maintaining WorkJam tasks, posts, channels and Knowledge Centre information.
• Assisting with Retail sales, customer experience, WorkJam and operational reporting.
• Maintaining Retail documentation, spreadsheets, calendars and operational information.
• Supporting Retail meetings, events, store activities and business initiatives.
• Assisting with store openings, relocations, closures and other Retail projects as required.
• Gathering feedback from stores and helping identify opportunities to improve processes, communication and the customer experience.
• Following up outstanding actions and helping ensure Retail priorities are delivered on time.

Skills

Retail experience

Customer service

Administration

Microsoft Office

Communication skills

Time management

Detail oriented

Independent working

Tools

WorkJam

Zendesk

Job description

Retail Operations & Customer Experience Coordinator

Spendless Shoes | Gillman, SA | Full-Time

About the Role

We are looking for an organised, customer-focused and proactive Retail Operations & Customer Experience Coordinator to join our Support Centre team in Gillman.

What You’ll Be Doing

No two days will be exactly the same. Your responsibilities will include:

• Providing day-to-day operational and administrative support to the Head of Retail and Retail Leadership Team.
• Responding to store enquiries and coordinating support with relevant Support Centre departments.
• Managing and responding to customer enquiries through our approved customer service channels.
• Liaising with stores to resolve customer orders, complaints and service enquiries.
• Assisting with Click & Collect, Endless Aisle and other customer order issues.
• Coordinating and publishing Retail communications through WorkJam and other communication channels.
• Creating and maintaining WorkJam tasks, posts, channels and Knowledge Centre information.
• Assisting with Retail sales, customer experience, WorkJam and operational reporting.
• Maintaining Retail documentation, spreadsheets, calendars and operational information.
• Supporting Retail meetings, events, store activities and business initiatives.
  Assisting with store openings, relocations, closures and other Retail projects as required.
• Gathering feedback from stores and helping identify opportunities to improve processes, communication and the customer experience.
• Following up outstanding actions and helping ensure Retail priorities are delivered on time.

About You

You’ll be someone who enjoys helping people, keeping things organised and getting things done.

Ideally, you will bring:

• Previous experience in Retail, customer service, administration or a business support role.
• Strong customer service skills and a genuine desire to deliver a great customer experience.
• Excellent written and verbal communication skills.
• Strong organisation and time-management skills with the ability to juggle multiple priorities.
• High attention to detail and accuracy.
• Confidence using Microsoft Office and digital systems.
• Good problem-solving skills and the confidence to use initiative.
• The ability to build positive working relationships with people at all levels.
• A collaborative, practical and solutions-focused approach.
• The ability to work independently while knowing when to elevate a issue.

Experience in a multi-site Retail environment, WorkJam, Zendesk or similar customer service and communication platforms would be advantageous but isn't essential.

Why Join Spendless Shoes?

This role provides a great opportunity to move behind the scenes of a national Retail business and build experience across Retail Operations, Customer Experience, communications, reporting and project coordination.

You’ll work closely with our Head of Retail and Retail Leadership Team and have exposure to teams across our Support Centre and national store network.

If you're currently working in Retail and looking for an opportunity to move into a Support Centre role, or you're an experienced customer service or administration coordinator looking for a varied role in Retail Operations, we'd love to hear from you.

About Spendless Shoes

For more than 30 years, Spendless Shoes has been helping Australians find great footwear at great value. With more than 200 stores across Australia and a growing online presence, our people are at the heart of what we do.

We believe in creating legendary customer experiences, supporting our people and making every interaction count.