Supply Chain & Customer Ops Specialist | Flexible Hours

Rachel Donath; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Job summary

Rachel Donath is seeking a highly organised, proactive Supply Chain & Customer Operations Coordinator to join our Melbourne team. Reporting to the Head of Operations, you will own purchase order expediting, supplier follow-up, delivery tracking and claims administration to ensure a premium customer experience.

You will manage delayed orders from identification to resolution, communicate options to customers and collaborate with Logistics, Customer Service and Sales to maintain accurate records

Qualifications

• Experience in supply chain coordination, purchasing, logistics, customer operations or a similar role.
• Experience managing purchase orders and supplier relationships.
• Strong administration, organisation and problem-solving skills.
• Experience communicating directly with customers about delivery delays or order changes, managing expectations and negotiating solutions.
• Experience with claims, returns, replacements or credits.
• Strong attention to detail and accurate system administration.
• Excellent written and verbal communication and prioritisation skills.
• Cin7 experience highly regarded; HubSpot experience also beneficial.

Responsibilities

• Review all open purchase orders in Cin7 weekly and issue supplier reports by the agreed deadline.
• Follow up with suppliers and freight forwarders to confirm production status, cargo-ready dates and shipping schedules.
• Monitor overdue orders, missing updates, delivery changes and potential supply risks.
• Maintain accurate ETDs and ETAs in Cin7, updating confirmed changes within one business day.
• Keep clear exception reports and elevate significant delays or unresolved supplier issues.
• Monitor delayed SKUs and identify all affected customer orders.
• Maintain an accurate record of affected customers, revised ETAs, order status and next actions.
• Take direct responsibility for notifying affected customers of material delays and changes to delivery timeframes, rather than relying on Customer Service or Account Managers.
• Liaise with suppliers, Logistics and the Head of Operations to verify delivery information before communicating it.
• Discuss available options and negotiate suitable solutions within agreed guidelines, which may include waiting for stock, splitting an order or considering alternatives.
• Confirm agreed solutions and follow each delayed order through to resolution.
• Record communications, commitments and outstanding actions, and elevate complex complaints or requests for commercial exceptions requiring management approval.
• Administer claims and returns from initial receipt through to closure.
• Acknowledge new claims within one business day and ensure required information, photographs and supporting evidence are provided.
• Coordinate approved return authorisations, collections, transport, replacements and credits.
• Communicate with customers, warehouses, carriers and suppliers throughout the process.
• Reconcile approved returned stock within two business days of receipt and elevate discrepancies.
• Follow up with suppliers and freight providers to recover costs associated with approved claims.
• Review open claims weekly, track ageing and resolution times, and ensure every claim has an owner and next action.

Skills

Supply chain coordination

Purchasing

Logistics

Customer operations

Claims & returns

Cin7 experience

HubSpot experience

Tools

Cin7

HubSpot

Job description

Rachel Donath is seeking a highly organised, proactive Supply Chain & Customer Operations Coordinator to join our Melbourne team. Reporting to the Head of Operations, you will own purchase order expediting, supplier follow-up, delivery tracking and claims administration to ensure a premium customer experience.

You will manage delayed orders from identification to resolution, communicate options to customers and collaborate with Logistics, Customer Service and Sales to maintain accurate records