Warehouse & Customer Experience Assistant

Barejewellery; Auckland; Hybrid; NZD 28,000 - 41,000; Part time

Benefits offered by this job

Staff discounts on Bare Jewellery

Job summary

Bare Jewellery is seeking a Warehouse & Customer Experience Assistant to support order fulfilment, inventory control and customer service from our Auckland studio. This hands-on role balances practical warehouse tasks with online customer communication.

You will manage engraving, packing and dispatch, maintain stock systems, and assist with inquiries, returns and product information in a fast-growing fashion jewellery brand.

Qualifications

• Previous experience in customer service, retail, warehousing or e-commerce.
• Excellent written and verbal communicator with professional tone.
• Highly organised and able to keep tasks and records across multiple platforms.
• Able to lift or move boxes and stand for extended periods.

Responsibilities

• Fulfil and dispatch orders accurately and on time, including engraving where required.
• Maintain accurate stock levels across Shopify and physical inventory.
• Handle customer enquiries, returns and product information with clear brand tone.
• Update SOPs and Help Centre content to reflect current processes and policies.
• Keep packing areas, stockrooms and offices clean and organised.

Skills

Customer service

Stock management

Engraving

Organisation

Multitasking

Inventory software

Tools

Shopify

Gorgias

Monday.com

Google Sheets

Job description

Warehouse & Customer Experience Assistant

Auckland | Part-time | On-site Approximately 8-12 hours per week

About Bare Jewellery

Bare Jewellery is a fast-growing fashion jewellery brand based in Auckland, creating timeless and chic pieces for the modern wardrobe.

We are a small, hands-on team that values high standards, strong organisation and delivering an exceptional experience for every customer.

About the role

We’re looking for a reliable, organised and customer-focused Warehouse & Customer Experience Assistant to support the day-to-day operations of our growing jewellery brand.

This is a hands-on role covering the full journey of an order - from receiving and organising stock to engraving, packing and dispatching orders, as well as supporting customers with enquiries, returns and product information.

You’ll be responsible for keeping our warehouse and stock systems accurate, our customer service clear and professional, and our stockroom, packing areas and office exceptionally clean and organised.

This role would suit someone who enjoys practical work, takes pride in the details and is comfortable balancing physical warehouse tasks with online customer communication.

Order fulfilment and dispatch

• Pick, pack and dispatch customer orders accurately and efficiently.
• Ensure daily orders are completed within dispatch cut-off times.
• Manage batch orders during sales, launches and other busy trading periods.
• Maintain a high standard of presentation across packaging and outgoing orders.
• Prepare and dispatch PR, gifting and other internal orders when required.
• Create shipping labels, coordinate courier bookings and manage dispatch processes.
• Identify and resolve order issues before they affect the customer.
• Complete personalised engravings on bangles and other eligible products.
• Carefully check names, wording, placement and order details before engraving.
• Maintain consistent engraving quality and presentation.
• Clean and safely operate engraving equipment.
• Manage engraved orders within the required processing timeframe.
• Flag any product, quality or equipment issues promptly.

Inventory and stock management

• Receive, unpack, check and organise incoming stock and packaging deliveries.
• Manage inbound and outbound stock movements accurately.
• Complete regular stocktakes and investigate stock discrepancies.
• Monitor jewellery and packaging levels and flag low stock or unusual demand early.
• Maintain accurate inventory records across Shopify, physical stock and tracking sheets.
• Identify and report damaged stock, quality concerns or recurring product issues.
• Support packaging supply orders and general inventory planning.
• Keep all jewellery, packaging and supplies clearly labelled and easy to locate.

Customer service and returns

• Respond to customer enquiries across our online customer-service channels in a timely, friendly and professional manner.
• Assist customers with orders, shipping, products, sizing, jewellery care, returns, exchanges and refunds.
• Handle more complex or time-sensitive enquiries calmly and clearly.
• Process customer returns accurately and ensure returned stock is inspected and recorded.
• Communicate in Bare Jewellery’s brand tone while finding fair, practical solutions.
• Recognise recurring customer or product issues and escalated them to the appropriate team member.
• Help ensure every customer interaction leaves a positive impression of the brand.

Customer-service systems, policies and Help Centre

• Use customer-service macros, tags, rules and workflows correctly.
• Help create, update and maintain customer-service templates and automated replies.
• Keep Help Centre articles, FAQs, policies and promotional information accurate and up to date.
• Translate internal policies and promotional briefs into clear, customer-friendly information.
• Follow established customer-service and operational SOPs.
• Identify opportunities to improve processes, reduce errors and make customer service more efficient.
• Maintain clear documentation relating to stock, fulfilment, returns and customer-service processes.

SOPs, reporting and process improvement

• Maintain and continuously improve customer-service, order-packing, returns, engraving and warehouse SOPs.
• Document processes clearly so new and casual team members can be trained quickly and consistently.
• Keep SOPs accurate when policies, promotions, systems or fulfilment processes change.
• Prepare monthly or periodic customer-service reports covering common enquiries, complaints, returns, damaged or faulty products and recurring fulfilment issues.
• Identify patterns in customer feedback and recommend practical improvements.
• Maintain clear records of reported issues and follow up on agreed actions.
• Communicate urgent product, quality or customer concerns promptly rather than waiting for the next report.

Communication, organisation and systems

• Communicate clearly and proactively with the Brand Director and wider team about customer, stock, quality and fulfilment issues.
• Keep tasks, deadlines, notes and follow-ups accurately organised in Monday.com.
• Maintain clear and up-to-date information across Gorgias, Shopify, Google Sheets, Gmail, Google Calendar and shared Google Drive systems.
• Ensure important conversations, decisions and operational information are documented in the correct platform.
• Follow through on tasks and communicate early if a deadline, customer issue or operational requirement may be affected.
• Work confidently across multiple platforms while maintaining accuracy and attention to detail.

Warehouse, studio and office standards

• Keep the stockroom, packing stations, engraving area, studio and office exceptionally clean, tidy and organised.
• Ensure products, equipment and supplies are returned to the correct place after use.
• Break down packaging and manage rubbish and recycling as required.
• Help maintain a safe, efficient and well-run working environment.
• Assist with other product, order or operational tasks as needed.

About you

• Previous experience in customer service, retail, hospitality, warehousing or e-commerce.
• An excellent written and verbal communicator who shares information clearly, professionally and proactively.
• Highly organised and able to keep tasks, records and follow-ups updated across multiple platforms.
• Confident writing clear, friendly and professional customer emails.
• Comfortable preparing reports, identifying patterns and turning customer feedback into useful insights.
• Able to create clear, easy-to-follow instructions and process documentation.
• Reliable, punctual and comfortable taking ownership of responsibilities from beginning to end.
• Customer-focused, solution-oriented and able to stay calm when resolving problems.
• Comfortable moving between computer-based customer service and hands-on warehouse work.
• Able to work efficiently through repetitive tasks without compromising accuracy.
• Confident prioritising tasks and managing time independently.
• Comfortable learning, following and improving detailed systems and processes.
• Physically comfortable being on your feet and lifting or moving boxes and stock when required.
• Collaborative, respectful and willing to help wherever needed within a small team.
• Experience using Shopify, Gorgias, Monday.com, Google Sheets or other inventory and customer-service systems.
• Previous experience managing e-commerce orders, returns or stock.
• Experience contributing to SOPs, Help Centre articles or customer-service processes.
• Work with a fast-growing Auckland jewellery brand.
• Be part of a supportive, energetic and collaborative team.
• Gain hands-on experience across e-commerce operations, inventory and customer experience.
• Take ownership of an important role that directly affects our customers and day-to-day operations.
• Staff discounts on Bare Jewellery products.

Hours and location

• This is an on-site, permanent part-time position based at our Auckland CBD studio, with approximately 8-12 hours available per week.
• Regular availability on Mondays is required. Remaining hours can be worked flexibly across Tuesday to Friday, with the specific schedule discussed and agreed with the successful candidate.
• Some flexibility to extend hours during major sales, launches and peak trading periods may be required.
• Your general availability and preferred working days.