Online Customer Service & Fulfilment Co-Ordinator
Online Customer Service & Fulfilment Co-Ordinator
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
This role has overall responsibility for all customer orders across all departments and stores to ensure orders are completed within the timeframe of customers expectations. With a focus on order fulfilment you will play a pivotal role in ensuring the seamless flow of orders and optimal fulfillment processes while also assisting our customer service team in delivering proactive customer resolutions to help create our JB raving fans.
KEY RESPONSIBILITIES
- Oversee open orders backorders and pre-orders including order management and reporting
- Track order statuses and maintain daily/weekly customer communication workflows
- Coordinate customer outreach when product availability or dispatch timing differs
- Process refunds for cancelled or deleted orders
- Monitor and investigate stock integrity issues across the retail network
- Ensure fulfilment KPIs (e.g. processing and delivery times) are met
- Support stores with correct fulfilment dispatch processes and provide training where needed
- Collaborate with internal departments to align fulfilment with customer experience
- Respond to inquiries and resolve escalations from stores customers and subcontractors in line with SLAs KEY STAKEHOLDERS Internal Store Operations Buying / Digital Marketing teams Customer Service / Verification Team
Qualifications :
- 3 years of exposure to business systems processes
- Advanced excel
KEY SKILLS & COMPETENCIES
- Strong knowledge of retail fulfilment processes
- Excellent written and verbal communication
- Proficient in Excel
- Proactive and results-oriented with strong ownership of tasks
- Customer-first mindset with a drive to exceed expectations
- Ability to build strong cross-functional relationships
- Calm and constructive approach to problem-solving
- Able to prioritise manage deadlines and follow through on commitment
Additional Information :
If you are interested in this exciting opportunity with us please click apply and upload your CV. All applications are strictly confidential.
JB Hi-Fi Group is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion. If this opportunity excites you (even if you feel that you dont meet 100% of the criteria) please dont hesitate to apply!
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
