Customer Success + eCommerce Coordinator

Drink More Water, together we grow.

All the great people here at waterdrop (www.waterdrop.com.au) have been shaking up the market with our innovative Microdrinks that make drinking more water fun, convenient and more sustainable. Were proud to have saved countless plastic bottles in the process as well as having significantly reduced carbon emissions compared to pre-filled beverages. We want to take our journey to the next level of growth in Australia and New Zealand.

Join us on that journey and become part of our passionate and driven team.

Your responsibilities at waterdrop:

In this exciting role, you will support our team with customer success and managing the administrative logistics of the business.

Key Responsibilities

1. Customer Service

• You provide a personalised experience to existing waterdrop customers and future customers

• Handle customer enquiries over the phone, chat and email

• Manage Facebook + Instagram ad comments, enquiries and feedback

• Find creative ways to engage and delight our community in Australia

• Handle complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution

• Process orders, returns, and refunds while ensuring accuracy and adherence to company policies.

• You go the extra mile to engage our community

• You adhere to high company standards for quality, accuracy, thoroughness, timeliness and consistency in community care

• Experience working in Shopify - managing, editing orders

1. Logistics and Stock Management

• Support logistics of the business by managing data entry for incoming shipments

• Be responsible for ensuring inventory accuracy across the business utilising Unleashed, Shopify and liaising with our warehouse teams

• Monitor stock levels and prevent stock shortages or overstocking

• Maintain accurate records of stock movements, transfers and generate reports on logistics as required

• Provide administrative support creating Purchase Orders, Sales Orders and organising stock deliveries to our B2B partners

• Working closely with the Managing Director to support the growth journey of the ANZ business and identify ways to systemise, improve and innovate processes

Your strengths and qualifications:

• 2-3 years experience working in customer success

• Proven experience in customer service and/or logistics coordination, preferably in a fast-paced environment.

• You have a very structured working style and you love to tick to-do boxes

• Exceptional communication skills, both written and verbal

• An unwavering commitment to creating a positive impact

• Problem solver and ability to work independently

• Bonus: experience working in Unleashed

What we offer you:

We work in a changing world which offers great opportunities for people with diverse backgrounds and experiences. We seek to attract and employ the best people from the widest talent pool because creating value through diversity is what makes us strong as a business and enables us to solve important problems and deliver added value. We encourage an inclusive culture where people can be themselves, are valued for their strengths and are empowered to be the best they can be.