Online Customer Service & Fulfilment Coordinator

Online Customer Service & Fulfilment CoordinatorApply now Job no: 510365 Work type: Permanent Full Time Location: North Island - New Zealand Categories: Store Operations About UsWith over 200 stores and over 13,000 team members across Australia and New Zealand, JB Hi-Fi is one of Australasia's largest and most trusted retailers. Specialising in consumer electronics, home entertainment, small appliances and white goods, JB Hi-Fi strives to deliver the most extensive range, cheapest prices and genuine service to customers every day.The heart of our business is our people, and we are proud of a culture that fosters teamwork, nurtures talent, encourages individuality and embraces diversity.The JB Hi-Fi New Zealand business comprises 14 stores and a growing online and commercial business. There is a significant opportunity to grow and expand the JB Hi-Fi business in New Zealand and, over the next three years, we will be investing in improving the JB Hi-Fi New Zealand customer offer, refreshing the store network, opening new stores, and upgrading our online platform.BenefitsWe can offer you a role where you'll be challenged every day to make a difference in a dynamic and fast-paced environment. We can offer a competitive package, great employee discounts, and special offers across JB Hi-Fi and The Good Guys, paid parental leave, and novated leasing. Be part of a diverse, collaborative, and supportive team who are passionate about the work we doGrowth mindset culture with a focus on individual skills and career developmentA flexible work environment and competitive salary package The RoleAs an Online Customer Service & Fulfilment Coordinator you will be responsible for all online purchases, across all departments and stores to ensure orders are completed within the timeframe of customers' expectations. You will be required to keep customers updated with clear communication on any delays and to follow up with various departments daily.Key Responsibilities: Open order, backorder & pre-order management and reportingOrder tracking and daily/weekly email processMonitor stock integrity issues throughout the retail networkRefunds on cancelled/deleted orders and pre-order price guarantee refundsDeliver project work within agreed timelinesWork collaboratively with all departments to ensure distribution aligns with customer serviceFulfilment KPI management eg. delivery time to process review & 1 hour Click and Collect alignmentEnsuring our retail network is following the correct order dispatch processes and following up with further training as neededCoordination of all emails to customers where product status expectation falls outside of that displayed on the website at the time of order placementRespond to inbound inquiries across our contact channels from stores, customers, and subcontractors, open and resolve escalations within the agreed Service Level Agreement (SLA) Skills and Experience: 3+ years of exposure to business systems processesExperience in a Customer Service based roleMicrosoft Product Knowledge To ApplyIf you are interested in this exciting opportunity with us, please click apply and upload your CV.