Store Leadership Pro — Elevate Sales & Customer Experience

Shaver Shop; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid working – 3 days in Sydney, 2‑0

Team retreats

Office dogs

Bean to cup coffee machine

Job summary

Fetch is expanding its team in Sydney and seeks a Customer Experience Agent to act as the operational bridge between Sales, Production, and Logistics, ensuring end-to-end service excellence.

The role requires advanced order management, proactive customer engagement, and swift issue resolution, with a focus on accurate data handling and cross-functional collaboration.

Qualifications

• Proven experience within a customer experience team.
• Sound logistics experience across all modes of transportation.
• Experience handling export documentation and shipping requirements.
• Proven inventory and stock control exposure.

Responsibilities

• Oversee order status updates and tracking for customers.
• Coordinate customer queries, complaints, and non-conformance responses.
• Oversee data accuracy in GS1 database and customer records.
• Monitor daily EDI interfaces for accuracy and log resolution.
• Communicate and troubleshoot with customers regarding out‑of‑stock, missed deliveries, and re‑bookings.
• Approve returns/credits for damaged stock and manage samples.

Skills

Customer experience

Logistics coordination

Export documentation

Inventory control

Job description

Elevate your career with Link Snacks, a global leader in protein snacking. From our family beginnings to becoming a global brand, we continue to grow across Australia and the APAC region.

A Jack Links Customer Experience Agent serves as a vital operational bridge, driving cross‑functional alignment and delivering end‑to‑end service excellence.

This role requires advanced order management capabilities to oversee the seamless processing, tracking, and execution of customer purchases while ensuring a precise, consistent flow of accurate information between Sales, Production, and Logistics teams.

Equipped with exceptional communication skills, you’ll expertly handle proactive customer engagement and complaint management, resolving issues swiftly.

Job Description

What you will do:

• Ensure customer order status and tracking updates are communicated.
• Coordinate customer queries, complaints, and non‑conformance responses.
• Oversee the processing, accuracy, and maintenance of Jack Link’s customer data.
• Monitor all EDI interfaces daily for accuracy and error log resolution.
• Communicate and troubleshoot with customers regarding out‑of‑stock, missed deliveries, re‑bookings, etc.
• Approve sales order returns/credit memos for rejected and/or damaged stock.
• Organise free samples/stock to be sent to respective customers.
• Manage and maintain the GS1 database to ensure all branded product information is accurate.
• Provide energetic, professional, and friendly customer service support.
• Co‑ordinate the consumer care process, and ensure direct feedback is responded to, including consumer compensation where required.
• Prepare and issue monthly reports on consumer feedback trends and necessary actions.

• Oversee “Last mile” shipments, ensuring all documentation is correct and complete, per customer market.
• Ensure all pre‑shipment and pre‑invoice requirements have been met, prior to customer delivery.
• Monitor and track order delivery updates, for status and impact on customer.
• Ensure product traceability is maintained and regularly reviewed.
• Provide business visibility on weekly basis on back‑order status, SIFOT, manufacturing lead‑times, etc.

• Proven experience within a customer experience team.
• Sound logistics experience across all modes of transportation.
• Experience handling export documentation and shipping requirements.
• Proven inventory and stock control exposure.

Who You Are

• Service‑driven and passionate about delivering exceptional experiences.
• Thrives in fast‑paced, high‑growth environments.
• Demonstrates high emotional intelligence and strong stakeholder management.
• Detail‑oriented, proactive and naturally driven to succeed.
• Confident working autonomously and taking ownership.
• A genuine advocate and role model for the Link Snacks Way and Values.

Location: Sydney (Hybrid)

Employment type: Full‑time

Compensation: Competitive Series A salary + meaningful equity

Benefits:

• Hybrid working – 3 days in Sydney office, 2 days WFH
• Team retreats throughout the year
• Office dogs for cuddles and interruptions
• Bean to cup coffee machine with unlimited fruit and snacks.

Fetch is a company where staff are given autonomy to drive customer experience improvements while collaborating across teams to ensure seamless service delivery.

Responsibilities include managing customer journeys, resolving high‑complexity issues, driving process enhancements, and leveraging AI tools for efficiency, all while maintaining a human‑centric approach.

Location: Sydney (Hybrid)

Employment type: Full‑time

Compensation: Competitive Series A salary + meaningful equity