We are looking for someone enthusiastic to join our team with a dual role focused on (a) Customer service and (b) Pick and Pack - order fulfilment of our online store. You will be helping to service and engage with our customers (both direct and wholesale), mainly via email. The newly created role is based at our Headquarters in St. Kilda and is not a warehouse-based role. This role is a great opportunity to help surprise and delight customers in the Heath Lab community.About Health Lab…Health Lab is an Aussie Born snacking brand creating a daily moment of joy, without any guilt. All of our snacks are vegan-friendly, gluten-free, feature natural ingredients and are made in Australia. We simply create balanced, nourishing and delicious vegan-friendly protein snacks that help satisfy sweet cravings and (importantly) help you conquer adulting! We hope you love them.Your day-to-day:Customer serviceCommunicating with customers & ensuring customer satisfaction on emails & live-chatHandle customer queries professionally, provide knowledgeable solutions and follow up as requiredEnsuring customer profiles & communication is documentedAdopt our playful and fun tone of voice to help engage with customers in a way that aligns with our brand valuesAssist customers with delivery queries, and any last-minute additions to existing ordersHelp on-board wholesale customersEscalate product-related queries where necessaryPacking and Fulfilment of online ordersPicking and packing online ordersPrinting picking list for online orders as per the softwarePick items accuratelyPack orders as per the packaging standards making sure goods arrive in their original new conditionBooking orders by choosing the correct courierFulfilling orders in ShopifyCommunicating with co-workersCleaning the workstation, and leaving everything organisedActive learning/self-training is the best practice for packaging, our products, and our software.Occasionally packing social media or brand mail outsQuality control (QC) of items during dispatch & returnsAdminStock managementOrdering more brand supplies to ensure we can fulfil orders to the highest standardThis role…Initially, this role we estimate to be 15 hours per week (split across 3 days minimum) - with the opportunity to increaseHours are flexible, as long as the orders are packed each day during business hoursWe can be as flexible as possible for this rolePosition to begin in January 2025RequirementsGenuine passion and enthusiasm for customer service and helping develop a deeper connection with our communityPrevious customer service experience (either online or in-store)Strong organisational skills, ability to multi-task and show initiativeEligible for permanent work with no visa restrictionsPicking, packing and processing of orders with precisionExcellent attention to detail and accuracyAbility to keep up in a fast-paced working environment and meet deadlinesSuperb written and verbal communication skillsAbility to stay motivatedComprehensive computer skillsPositive, can-do attitudeExperience with Shopify and ecommerce fulfilment (e.g. couriers) is a bonusThe ability to work well within a fast-paced and energetic team environment
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