Customer Service Officer

A bit about us

MelroseHealth is a progressive and innovative whole-body health and wellness company and has been a household name in natural and organic foods, therapeutic and health products for the last five decades. We are driven to produce high quality and premium products so we can achieve our purpose – To inspire a healthier, happier you, naturally! We’re incredibly proud of this but there’s still a lot more work to do…. that’s where you come in. Let us provide you more information.

What does the role involve

We have an exciting opportunity for a superstar Customer Service Officer to join our team! As a result of our business expanding and the recent acquisition of a new brand, Best of the Bone, we have added more amazing products to our portfolio, creating a greater demand to respond to our wonderful customers and manage their orders. Reporting to the National Sales Operations Manager, this dynamic and hands on new role will provide proactive Customer Service, support and complaints management for our multiple brand customers and consumers, as well as being an ERP (Pronto) whiz! Based in Mt Waverley, the role is part time, at 24 hours a week across Monday – Thursday, with a minimum of two days in the office, one being a Monday. 

What we need in the role

This role would be suited to a tech savvy, fast learner who loves a mixture of the customer facing aspects of Customer Service, but also embraces the detail oriented, administrative tasks of keying in orders at pace, without compromising on accuracy. You will be confident and able to think fast on your feet, solve problems and use your initiative to create solutions to system issues and customer complaints or queries wherever necessary. You’re someone with a ‘can do’ attitude and a willingness to take on any ad hoc tasks as required and would be delighted to join a fun, down to earth and fast paced workplace that takes pride in our products, loves what we do and loves our customers. If this sounds like you, we’d love to hear from you!

The team

You’ll work alongside another friendly and knowledgeable Customer Service Officer and report directly to the National Sales Operation Manager, making up the Customer Service Team. This team sits within the broader Sales Team of seven, reporting to the Chief Sales Officer.  Your role will also see you (and require you) to consistently interact with our warehouse team regarding picking orders and customer requests, the broader Sales and Marketing teams, as well as other stakeholders across the business, our distribution partners and consumers, providing opportunities for constant interaction and access to all of the information you need to be successful in the role and drive the growth of our brand.

What responsibilities form part of this role?

You will primarily be responsible for:

• Customer Satisfaction: Being the public face of the company, you will need to ensure every customer (store or consumer) is assisted in a friendly, timely and accurate manner across all platforms – email, phone, E-commerce platforms such as Shopify and on socials.
• Order Management: Ensuring the processing of wholesale orders in a timely and accurate manner whilst actioning internal account management tasks such as out of stocks (OOS), administering credit notes etc. to deliver products to customers.
• Sales Support and Administration: Assist Sales Team with administration work such as price lists, master data sheets and new product line forms etc.
• Business support: Deliver on key business administration responsibilities as agreed with manager such as ordering consumables for office and implementing cost saving measures and liaising with  various levels of staff including senior management to deliver on ad hoc support as required. 

Why you should work with us?

You will be joining a dedicated team with a fun and hardworking culture who love what they do, you will also get access to all our amazing perks. 

• Flexible Work – we understand that there is life outside of work which is why we are committed to providing a flexible work environment. Depending on your role this may mean the option to work hybrid – in the office and from home 
• Free products, staff allowance and enticing discounts on all our amazing products 
• We are united by a core set of values that we live and breathe each day – Permission to play, Be purpose led, Think future act now, Play fair & as one, Make it happen and Communication is key. 
• Benefits program – Access to a number of health initiatives focusing on your Mind, Body, Soul, Occupational and Financial wellbeing. This includes things such as meditations, run club, paid birthday leave, paid parental leave and employee recognition program 
• Employee Assistance Program - strictly confidential service for employees and their immediate families, which is available to support them through any personal or work matters that they might experience

This is a great opportunity to make this role your own whilst making a difference when it comes to helping us achieving our purpose. 

Specific skills/qualifications needed

Experience required will include:

• 5 + years’ experience in a similar role providing high level Customer Service (via phone, email and social media) and dealing with warehouse / dispatch of products in a FMCG / Health products / consumer products industry 
• 3 + years' experience using Pronto or similar ERP (e.g. SAP)
• 3 + years' experience in data entry with a high volume of products
• Intermediate level Microsoft Excel skills   
• Has experience with E-Comm customers, ideally Shopify or similar platform experience
• Has experience with consumer complaints, ideally with a FMCG product and a basic understanding of complaint process with a quality department including understanding batches / expiries etc. 
• Order hold management experience and out of stocks (OOS) 
• Experience dealing daily with either internal warehouse or 3PL and basic logistic/ freight knowledge, e.g. warehouse turnaround times, freight delivery times and POD’s
• Demonstrated experience processing credit notes for a variety of reasons, and understanding of credit notes impacts to Finance / Sales
• Prior experience in Health/Nutrition/Pharmacy/FMCG highly regarded but not essential.

If you would like to join our team and be a part of our growing success story, then please click on the apply link and send your resume in WORD format.