We're Hiring

Customer Experience & Fulfilment Lead

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

ABOUT OLGA JOAN

We're a small, product-led womenswear label based in Newcastle, NSW, growing quickly as we build out proper roles for the first time. We design refined, feminine pieces in small runs, with a focus on fabric, fit, and longevity.

ABOUT THE ROLE

The Customer Experience & Fulfilment Lead owns how Olga Joan looks after its customers and its stock, from enquiries through to delivery and returns. It's an autonomous, hands-on role, with real room to grow as we do.

KEY RESPONSIBILITIES: 

Customer experience

Own all customer service channels 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 where appropriate.
Maintain a high-quality, brand-aligned tone across all customer communication.

Fulfilment & warehouse

Own fulfilment and stock day to day, hands-on and with support from casual fulfilment team members when volume calls for it.
Receive, check, and organise incoming stock; pick, pack, and fulfil orders as a core part of the role.
Maintain stockroom storage and general studio upkeep, including some stock moving across ground and first floor.
Oversee stock accuracy and systems, including regular stocktakes, and liaise with production on incoming stock timing.
Coordinate rostering and scheduling for fulfilment support, and act as the day-to-day point of contact for fulfilment questions.
Resolve escalated shipping and courier issues.

Skills & attributes

Proven customer service experience, ideally in ecommerce or retail.
Comfortable working autonomously and owning a function end to end, with the potential to build and lead a team as we grow.
Confident with stock systems and numbers; highly organised.
Excellent communicator, calm under pressure.
Comfortable moving between desk-based work and the stockroom floor.

HOW TO APPLY

Send your CV to admin@olgajoan.co

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