We're Hiring

Customer Experience & Fulfilment Lead

Full-time  ·  Newcastle, NSW  ·  On-site  ·  Immediate Start

ABOUT THE ROLE

The Customer Experience & Fulfilment Lead owns how Olga Joan looks after its customers and its stock, from enquiries and order support, through fulfilment and delivery, to returns and everything after. It’s an autonomous, hands-on role: day-to-day, they run customer experience and fulfilment largely on their own, picking, packing, and fulfilling orders themselves, with the authority to coordinate rostering and bring in support when volume calls for it.

KEY RESPONSIBILITIES: 

Customer experience

Own all customer service channels, email and other platforms, as the primary point of contact for enquiries
Handle returns, exchanges, store credits, and refunds in line with company policy
Use sound judgement to resolve issues within policy, escalating to Bec where appropriate
Maintain a high-quality, brand-aligned tone across all customer communication
Build and maintain SOPs and FAQs for customer care
Monitor customer and order trends, and feed insights back into the business

Fulfilment & warehouse

Receive, check, and organise incoming stock
Pick, pack, and fulfil orders as a core part of the day-to-day role
Maintain warehouse storage, keeping it ordered, labelled, and easy to locate
Heavy lifting and working across ground floor and first floor storage
General studio upkeep and waste management
Resolve escalated shipping and courier issues

Stock management

Oversee stock accuracy across systems, including regular counts and discrepancy resolution
Liaise with production and operations on incoming stock timing and readiness
Maintain and improve stock management systems and processes

Coordination & scheduling

Coordinate rostering and scheduling for fulfilment support based on order volume and business needs
Act as the day-to-day point of contact for fulfilment-related questions from other team members
Flag broader people or performance matters to Bec as needed

Systems & reporting

Set and uphold standards for receiving, warehouse organisation, and pick & pack
Be accountable for fulfilment accuracy and turnaround times
Maintain accurate customer and order records in Shopify
Report on customer, order, returns, and stock metrics as required
Identify and lead process improvements across customer service and fulfilment

Skills & attributes

Proven experience in customer service, ideally within ecommerce or retail
Confident working autonomously and owning a function end-to-end, with the potential to build and lead a team as the business grows
Confident with stock and inventory systems, comfortable working with numbers
Excellent written and verbal communication; calm and clear under pressure
Highly organised with strong attention to detail
Comfortable moving between desk-based customer service work and the stockroom
Sound judgement and the confidence to make decisions within policy
Trustworthy and discreet, with values aligned to the brand

HOW TO APPLY

Send your CV to admin@olgajoan.co

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