Customer Support & Administration Officer

 EC & CO Consulting is partnering with a well-known, multi-brand B2C retail and eCommerce group undergoing an exciting period of growth under new leadership. This business operates several high-volume online retail brands and is focused on strengthening service standards, improving systems, and delivering a seamless customer experience.

We are seeking a Customer Support & Administration Officer to join a growing Customer Support and Administration team supporting end-to-end eCommerce operations.

Reporting to senior leadership, this role is responsible for the daily coordination of customer service and order administration across multiple online brands. You will work closely with internal teams including Marketing, Web Development, Finance, BI, and Warehouse Operations to ensure customer enquiries, orders, refunds, and fulfilment processes are managed accurately and efficiently.

This is a hands-on, office-based role ideal for someone who enjoys problem-solving, system accuracy, and customer interaction in a fast-paced B2C environment.

Customer Service & Resolution

• Manage customer enquiries via email, ticketing platforms, social media, and other channels
   
• Investigate and resolve order issues, delivery delays, refunds, returns, and warranty claims
   
• Deliver empathetic, brand-aligned customer communication
   
• Track recurring issues and escalate system or supplier concerns where required
   

Order & Systems Administration

• Oversee daily order flow between Shopify, ERP systems (e.g. SAP), and Warehouse Management Systems
   
• Coordinate Click & Collect orders and customer notifications
   
• Identify and resolve data mismatches and stock discrepancies
   
• Support Finance with invoice requests, reconciliations, and payment tracking
   
• Assist with system integrations and continuous process improvements
   

Fulfilment, Data & Continuous Improvement

• Liaise with warehouse, 3PL, suppliers, and dropship partners
   
• Monitor order status reports and proactively flag delays
   
• Produce reports on customer service metrics, order accuracy, and refunds
   
• Maintain accurate logs, databases, and SOP documentation
   

• Experience in customer service, administration, or eCommerce support (B2C preferred)
   
• Strong attention to detail and confidence working across multiple systems
   
• Excellent written communication and problem-solving skills
   
• Ability to manage competing priorities in a high-volume environment
   
• Experience with Shopify, ERP, WMS, or ticketing systems highly regarded
   

• $70,000 + Super
   
• Full-time hours: 8:40am – 4:30pm
   
• Join a growing business under new leadership
   
• Long-term career opportunity within eCommerce and customer operations
   
• Supportive, collaborative team culture

If you're interested in our open position, start by applying here and attaching your resume.