Operations and Customer Specialist
Pet Circle
Customer Service, Operations
Sydney, NSW, Australia
Posted on Tuesday, April 23, 2024
At Pet Circle, we want to create a world where pets and their families are healthy, happy and spend more time together.
Over the past ten years, we've scaled to become one of Australia's Top 5 eCommerce companies and the No.1 player in the online pet industry. We will accelerate our growth as we continue our mission to disrupt the way that pet parents discover & shop for the products they love.
The pet industry is booming (a $15 billion industry!), and pets hold bigger spaces in our hearts and homes than ever. The pet industry's online penetration will grow exponentially in the next five years. We are seeking a generalist and versatile operations and customer specialist to be part of our unique growth story!
The Opportunity
Pet Circle believes in doing things differently, with pets and their owners at the centre of every decision. Our new pharmacy will increase pet owners’ accessibility to pet healthcare and provide better choice, value and convenience - enabling pet parents to enhance their pets' quality of life even further.
This is an incredible opportunity to develop entrepreneurial skills and help us bring to life and scale our Pharmacy in the Australian market. This role will be crucial to enabling a unique purchase and delivery experience for Pet Parents and to educate and support them through every stage of this new journey.
What You'll be Doing
- Operations support:
- Manage and coordinate with delivery partners to ensure all orders are delivered in compliance with delivery window schedules
- Use data to optimise delivery routes and schedules with the aim of minimising cost and increasing speed of delivery
- Own the order’s fulfilment process - Packing, labelling and dispatching orders previously dispensed and approved
- Maintain an accurate roster of Delivery Drivers, taking into consideration delivery schedules, efficiency, and number of orders.
- Implement systems and processes to track and manage order status, shipping information and dispatch orders.
- Own and resolve issues related to delivery delays, damaged goods, or order discrepancies
- Conduct periodic inventory counts and report physical product stock levels
- Generate, manage and receive purchase orders from product wholesalersUpdate product pricing on the website
- Deliver team and individual input metrics, balancing productivity targets and customer satisfaction metrics (delivery efficiency, delivery compliance, delivery experience, stock levels)
- Customer support:
- Deliver best-in-class customer service in a high-volume and complex contact centre environment. You will be predominantly phone-based and handling email correspondence, and you will handle inbound and outbound customer contacts ranging from delivery and how-to-order enquiries.
- Handle all customer queries with the goal of providing an efficient and effective resolution (owning our team and individual input SLA metrics for phone and email) while delighting our customers, going above and beyond to build loyalty and advocacy.
- Become the Voice of the Customer for the team. You'll report on customer interactions and share relevant insights and opportunities to drive fast and efficient improvements, playing a critical role in shaping the best purchase experience.
Your Ideal Skills & Experience
- Experience coordinating and collaborating with third-party carriers and logistics partners
- Experience working with online systems (CRM, ticketing systems, order management software is ideal and/or delivery tracking systems)
- Experience in a fast-paced, results-driven environment where you managed internal or external customer requests. This may have been a contact centre, customer service or a role with transferable skills
- Fast learner with strong fluency in web-based tools and platforms
- Quick and effective problem-solving skills to address issues related to delivery delays, damaged goods, and other logistical or customer challenges.
- Attention to detail to ensure accuracy in order processing and to optimise delivery routes and schedules.
- Start-up motivation - growth mindset and a fast learner who makes things happen and is adaptable to change
What Awesome Looks Like
- Exceptional written and verbal communication skills in English - you can compose thoughtful and personalised responses to customers
- High EQ to truly connect with customers, ask quality questions and anticipate needs
- Learning appetite - you are ready to wear many hats and go above and beyond to solve daily challenges as we shape this new business. You have an interest in developing entrepreneurial and business management skills.
- Customer-centric mindset and natural tendency to go above and beyond to solve problems
- Excellent problem-solving and listening skills, using strong judgement and patience to manage delivery drivers and complex customer requests
- Resilience in troubleshooting & dealing with difficult stakeholders (you love turning these situations around)
- Thrive under pressure with an ability to multi-task across multiple systems.
- Strong time management skills and naturally well organised - You work efficiently within time constraints, can cope with various demands, and prioritise tasks.
What else is in it for you?
- A focus on you and your development - think learning tools, stretch projects, focus groups, secondments and other internal mobility opportunities!
- We’re committed to flexibility and understand that it means different things to different people.
- Your wellbeing is non-negotiable. We seek to provide a collaborative, caring and safe environment, allowing you to present your full self each day.
- Pet Better with up to 50% employee discount, product sample giveaways and Pawrental leave.
- Join us on our animal welfare mission: we donate 10,000kg of pet food and supplies per month to pet shelters and support our communities through team charity volunteer days.
Role Location
We are building a new independent business for Pet Circle, where collaboration and team connection is key to success. This role will be based in our pharmacy in Pemulwuy.
Why Join?
We’re passionate about what we do and our love for pets is the centre of our why. Becoming a pawsome Pet Circler means you’re committed to help shape an entire industry - pretty exciting stuff! We’re a stable, innovative and low-ego group of people who relish challenges and aren’t afraid to do what’s right. Here’s what we stand for;
We’re Better Together
We operate with Humble Hearts and Hungry Minds
We truly believe that Pets Matter; pets and pet parents always have a seat at our table
We’re Instinctively Curious. Always
Belong at Pet Circle
Our unique expertise unites us to achieve our goal of helping pet parents, pet better. We value diversity in all forms and perspectives, always. Our global team is highly valued for all that they offer, we listen to each other and create a humble and inclusive environment for all to thrive. No matter your background, please apply if our roles ignite an excitement in you to bring your full self to work each day.
