eCommerce Customer Service / Admin Support

Who we are

We are a well-established online pet supply business and a trusted name in the pet industry for over 15 years. We offer a wide range of pet products, with a main focus on pet cages and enclosures. Our team operates from a warehouse store in Belmore NSW.

Why work for us

· Conveniently located in the Canterbury / Bankstown area

· Staff parking available onsite. We are close to the main road bus stops. Nearest train station (Belmore) is 1.9km away.

· Small team with a fun working environment. Because we are a tight, close-knit team, you will get to learn almost everything about running an e-commerce business

· Working with dogs (and dog-lovers)! We often have customers bringing dogs onsite to try our products. When work schedule permits, we sometimes bring our own dog(s) into the office :)

What is the role

We are seeking a reliable, friendly and motivated E-Commerce Customer Service & Admin member to join our small team to support our day-to-day operations.

Salary: $30-36hr (depending on experience) plus superannuation contributions and leave entitlements

Employment Type: Permanent Full-time (Mon–Fri, 9am to 5pm)

What you will do

The successful applicant will be responsible for a blend of customer service, e-commerce administration and operational support, including:

Customer service and order support (60-70%)

Respond to customer inquiries via email, live chat, social media and phone with warmth, clarity, and efficiency
Troubleshoot order and payment issues, delivery problems, following up with logistics partners to resolve quickly
Assist instore customers and collection of pickup orders
Process returns, exchanges and refunds in line with company policies
Provide product information and recommendations to assist customers making the correct purchasing decisions
Identify recurring issues and work with the team to improve processes and the overall customer experience
Pick, pack and dispatch support (10-20%)

While this role is not primarily responsible for order packing, you will occasionally help out with order dispatch during absences or peak periods
This includes preparing shipment labels, picking products from warehouse and packing orders accurately and carefully to ensure they arrive in perfect condition
Assist with checks to ensure orders are packed correctly
E-commerce and admin support (10-20%)

Creating and updating product information in our online store
Assisting with monitoring and maintaining accurate stock records, ordering and receiving stock from a few local suppliers
Monitoring and updating our social media accounts
Maintaining the storefront/pickup area and workspaces in a clean, tidy, and organised condition
What you will bring

Previous experience in e-commerce, retail, or customer service is essential. Familiarity with e-ecommerce platforms (like Shopify) is a bonus but we are more than happy to provide training
Strong written and verbal communication skills is essential. A calm, solutions-focused mindset when handling challenging situations. Previous telephone support experience is highly valued
Strong attention to detail, particularly for order accuracy, product listings, and stock checking
Strong reliability and willingness to learn and improve within the business. Demonstrate initiative and willingness to take on responsibilities
While this is not a physical role that involves lots of heavy lifting, we do work in a warehouse store so you will be required to assist customers with loading Click&Collect orders as well as handle bulky goods when processing returns or replacements so a basic level of fitness is needed
How to apply

If you are interested in this position, please submit your cover letter and curriculum vitae via the application method listed in this advertisement.

Job Types: Full-time, Permanent

Pay: Up to $36.00 per hour

Expected hours: 37.5 per week

Experience:

Customer support: 1 year (Preferred)
Work Authorisation:

Australia (Required)
Work Location: In person