Online Shop Attendant

An exciting opportunity has arisen for someone to join the Retail  team as the ‘Online Shop Attendant’!

Australia Zoo is an equal opportunity employer, where we recognise the diversity of our workforce and community – be it on the basis of gender, age, race, sexual orientation, or religious belief.  We provide specific workplace programs to support diversity and equal employment opportunities for women, people with disabilities and all cultural backgrounds.

This position plays an integral role in supporting the day-to-day operations within the retail department, primarily assisting within Australia Zoo’s Online Shop.

The successful candidate will develop strategies to enhance customer satisfaction, meet sales and profitability goals and manage online orders effectively.  To ensure a high level of customer service at all times, this role will suit a person with a positive attitude, high energy levels, confidence and strong organisational skills.

This role will work closely and cohesively within the retail department and management to support the operational requirements. Reporting to the Online Shop Specialist, this multifaceted role is perfect for someone looking to grow within the ecommerce industry.

Duties Include – 

• Pack and dispatch orders received within the Ecommerce shop or by phone.
• Liaise with Australia Post/Couriers to book in and prepare items for collection using the Electronic Lodgement of Mailing Statements (ELMS) system, Australia Post Parcel Send and other known courier companies.
• Respond to routine customer enquiries via e-mail and telephone.
• Handle all online returns, organising replacements or refunds as necessary, and keep accurate records of items returned or lost in transit.
• Oversee online stock levels and adjust pricing using stock-control systems and adhere to effective and efficient stock control processes.
• Assisting with  the Ecommerce Online Shop product listings using the Big Commerce platform, including category management.
• Responsible for maintaining a high standard of hygiene and cleanliness within the Online Shop warehouse and workstation/s.
• Be up to date with emerging retail trends, including online trends.
• Have the ability to maintain strong relationships with key stakeholders, local businesses and suppliers.
• Monitor online listings and advise retail management on under-performing product lines and identify products due for promotion.
• Assist with special online promotions and marketing plans including photo shoots, promotional banners and updating product descriptions regularly.
• Support general Warehouse duties including the receival and distribution of stock as required.
• Support the Retail Stores by providing assistance to in-store staff when required.
• Support the retail department by liaising with suppliers regarding missing/damaged items or returns as required.
• Identify any guest needs and respond proactively.
• Daily brief with supervisors to discuss any performance or operation issues.

Essential Criteria – 

• Working knowledge of various computer software programs (MS Office, POS), with a specialisation in online platforms.
• Competence in delegating multiple tasks and following up to ensure completion.
• Communication skills.
• Excellent customer service skills and an in-depth knowledge of customer service principles and practice.
• High level of decision making and organisation skills.
• Exceptional problem solving and planning skills with the ability to work in a fast-paced environment.
• Experience in report preparation including gross profit and stock control.
• Must be well presented at all times and lead by example.
• Experience with third party logistics.
• Full Availability, including weekends, public holidays and school holidays.

Preferred Criteria – 

• Previous experience with ‘Business Central’ and ‘BigCommerce’.
• Any other relevant certificates.