Customer Service and Administration Assistant (0010-1410)

• Respond to customer enquiries via email, phone and online messaging.
• Assist wholesale retailers with product availability, order enquiries, delivery updates and account-related questions.
• Support B2C customers with product enquiries, order tracking, returns, warranty requests and general after-sales assistance.
• Handle customer complaints professionally and escalate complex issues when required.
• Maintain accurate customer records and follow up on outstanding enquiries.
• Provide consistent, high-quality customer service across multiple brands.

• Process and monitor customer and wholesale orders.
• Coordinate with warehouse and logistics teams regarding dispatches, deliveries and stock availability.
• Assist with returns, exchanges, refunds and warranty administration.
• Update product information, pricing, stock availability and listings across relevant e-commerce platforms.
• Maintain accurate order records and assist with basic reporting.
• Identify recurring customer issues and recommend improvements.
• Support basic website and product catalogue administration.
• Help document and improve internal processes as the business grows.

• Manage shared inboxes.
• Provide administrative assistance to business owners and management.
• Prepare documents, spreadsheets, reports and meeting notes.
• Maintain internal databases, filing systems and customer records.
• Follow up with suppliers, customers and internal team members on outstanding tasks.
• Assist with general business coordination and ad hoc administrative projects.

• Assist with managing paperwork incoming shipments from overseas suppliers.
• Maintain spreadsheet of shipments from overseas with shipment dates and delivery dates.

• Minimum 3 years' experience in customer service, e-commerce support, administration or a similar role.
• Excellent written and spoken English, with confidence communicating with Australian customers.
• Previous experience supporting an Australian, New Zealand, UK or US business preferred.
• Strong organisational skills and ability to manage competing priorities.
• Experience handling customer enquiries, order processing and complaint resolution.
• Proficiency with Microsoft Office or Google Workspace.
• Familiarity with e-commerce platforms, CRM systems and customer support tools.
• Strong attention to detail, problem-solving skills and a proactive approach.
• Ability to work independently across multiple brands and business functions.

• Experience with Shopify, Neto/Maropost, WooCommerce or similar e-commerce platforms.
• Experience with wholesale distribution, retail or consumer products.
• Familiarity with inventory management, order fulfilment and logistics.
• Previous executive assistant or business administration experience.
• Intermediate level Excel reporting and product catalogue management.

This is a remote role that will be set up as an independent contractor engagement.

To ensure alignment and transparency, successful candidates will be expected to:

• Disclose any existing ongoing roles or client work
• Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”)