Senior Customer Experience Representative
Are you a busy parent looking for that unicorn role where you can do something you love between school hours? We’ve got a part-time role (24-30 hours/week across 4-5 days) with your name on it!
A bit about us
Melrose Health is a progressive and innovative whole-body health and wellness company. We’ve 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!
A bit about the role
With an ever-evolving product portfolio, we’re looking for a proactive Senior Customer Experience Representative to join our team, delivering top-notch support, handling inquiries, and managing orders across multiple innovative brands. If you’re an ERP (Pronto) whiz and thrive in a dynamic environment, this role is perfect for you. Based in Mount Waverley, you’ll be in the office 2-3 days a week (including Mondays) alongside our fun, supportive Customer Service Team. You will be reporting to the National Sales Operations Manager, and be part of a collaborative team within our broader Sales Team of seven. You’ll also work closely with our Marketing and Warehouse teams, giving you all the information and relationships you need to make sure every order is spot-on, and make a real impact on our brand’s growth.
Some of the key areas you’ll look after are:
* 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.
This role is perfect for someone who is
* Tech-savvy and a quick learner, ready to dive into both customer-facing and administrative tasks that service our team’s success.
* Detail-oriented and fast-paced, confidently entering orders without sacrificing accuracy.
* Positive and flexible, with a "can-do" attitude and willingness to take on ad hoc tasks as needed.
* Energised by a fun, down-to-earth, and fast-paced environment that values quality, enjoys what we do, and genuinely cares about our customers.
Why you should work with us?
Be part of a fun, hardworking team that loves what we do – and enjoy some fantastic perks along the way:
* 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.
Some of the experience you might bring to this role could be:
* 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.
* Experience with Gorgias/Zendesk or similar support platform.
* 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.
* Prior experience in Health/Nutrition/Pharmacy/FMCG highly regarded but not essential.
If you have unique skills or experiences that don’t fit the list but could contribute to your success in this role, we’d love to hear about them in your cover letter!
Ready to be part of our exciting journey? Click the apply button now!
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