Customer Experience & Sales Support Coordinator
Now Hiring | Full-Time | Melbourne
The Brand I
Our client is a globally recognised design-led retail business known for bold creativity, a loyal community, and a multi-channel presence spanning eCommerce, retail stores, wholesale partners, and marketplace platforms.
You’ll join a supportive, close-knit local team that is part of a larger international organisation, benefitting from the stability, structure, and cross-functional collaboration of a global company, while enjoying the agility of a small local team.
The Role I
As the Customer Experience & Sales Support Coordinator, you will be the first point of contact for customers across Australia & New Zealand and the pivotal support link for internal teams. This is a role with breadth — touching customer care, sales administration, marketplace coordination, order management, and cross-functional communication.
You’ll work closely with eCommerce, wholesale, merchandising, marketing, and retail teams, gaining exposure to a truly end-to-end retail environment.
This role reports day‑to‑day into the eCommerce Manager (Australia & New Zealand), an experienced and supportive leader who is growing her own portfolio and is known for structure, organisation, and developing her team.
Key Responsibilities:
Serve as the first point of contact for all AU/NZ customer enquiries via phone and email, ensuring a warm and efficient experience.
Manage order‑related issues including exchanges, delivery concerns, incorrect shipments, and general customer support needs.
Process and track wholesale administration tasks such as onboarding documents, delivery follow‑ups, credits, and order monitoring.
Support marketplace operations by uploading product data, imagery, and descriptions across partner platforms.
Coordinate internal communication across eCommerce, wholesale, merchandising, retail, and marketing teams.
Maintain accuracy of product information and assortment listings on marketplace and partner systems.
Monitor and update inventory‑related details and support reporting for online and wholesale channels.
Assist with backend eCommerce processes and help evolve customer service systems, including potential adoption of ticketing tools.
Troubleshoot escalated customer or store enquiries and ensure timely resolution.
Provide administrative support across multiple channels as demand grows, particularly during peak periods or new launches.
Contribute ideas for improving workflow, reporting, customer experience processes, and inter‑team efficiency.
Uphold consistent brand standards across all customer touchpoints and communication.
Skills & Experience I
2–3 years’ experience in customer service, order management, eCommerce support, or sales coordination.
Skilled in managing customer enquiries with empathy, clarity, and efficiency.
Comfortable navigating multiple systems and ideally familiar with ticketing tools (or excited to help implement one).
Strong organisational skills and the ability to juggle priorities across several channels.
Thrives in a small, collaborative team with many touchpoints across the business.
Mature, proactive communicator who can build strong relationships with internal stakeholders.
Experience with marketplace portals (The Iconic / department store systems) is highly advantageous but not essential.
The Offer I
Hybrid working model: 3 days in the office / 2 from home.
Modern workplace: office space located within a flagship retail environment, connected to product, customers, and events.
Global exposure: be part of a proud international organisation with strong brand values and supportive global teams.
Growth potential: as the brand expands channels (marketplace, NZ, eCom), this role will gain increasing influence and complexity.
Perks: generous product allowance, team culture centred around creativity, inclusivity, and collaboration… and yes, birthday cake.
Connect with Mikaela on this one mikaela@thetalentmill.com.au
The Talent Mill Recruitment division is a bespoke consultancy and talent acquisition specialist within the fashion, lifestyle and retail industries. With more than 10 years specialist expertise with luxury, lifestyle & fashion brands globally we discover, recognize, and connect inspiring individuals to the most desirable brands as a trusted support to founder-led start-ups, SME’s and multinational corporations within the fashion & retail industry.
Recruitment – but make it ethical not transactional. Quality over quantity – always. Truly consultative and delivered at pace. We hold a genuine passion and expertise for the industries we support, and offer a unique and modern recruitment proposition – one where we develop long term, meaningful connections, add value and deliver an unforgettable service.