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E-Commerce Customer Service & Order Fulfilment Coordinator


About the role

Biome is currently seeking a customer-centric individual to join our team as an E-commerce Customer Service and Order Fulfilment Coordinator on either a full-time or part-time basis. Based at Milton, this is a rare opportunity to make a difference and join an organisation that is committed to saving our planet.

Working in an ethical business with a passionate team, you will be instrumental in delivering positive engagements with our customers and supporting our dynamic small to medium size business with our inspiring growth opportunities.

Duties include but is not limited to:

  • Responding to customer enquiries. You will be the primary person each day answering phone calls, emails, live chat and social media inquiries, responding to our customers' needs, and resolving any issues.
  • Lead a small team to ensure we achieve our daily customer service and order fulfilment KPIs.
  • Process online transactions and refunds.
  • Communicate with suppliers regarding faulty products and returns.
  • Take initiative to identify and implement improvements to our systems and processes.
  • Maintain cleanliness, organisation, and recycling.
  • Daily cash up of front of house sales.
  • Develop your knowledge of eco-friendly, sustainable living and share this with our customers in a non-judgemental, positive manner.

About you

Our ideal candidate will share Biome’s vision to preserve a safe, healthy environment on this planet, and have a keen interest in sustainable living and ethical retailing.

Customer-centric, you will be responsible for delivering an exceptional customer service experience in a fast-paced environment. You thrive on problem solving, multi-tasking and providing positive conflict resolution to complex requests, all whilst remaining calm.

Additionally, you will be able to demonstrate:

  • Minimum 1 year customer service experience (essential), and ideally in a similar role in an e-commerce/online business.
  • Previous experience leading a small team.
  • Competency in some e-commerce and customer service software (please detail which ones).
  • As you are dealing all day with emails and phone calls, you must have excellent written and verbal and communication skills.
  • Proficient in mathematics and handling monetary transactions.
  • Well organised and self-driven.
  • Outgoing and confident in dealing with the public.
  • Empathetic, patient and able to stay calm and professional when dealing with customers.
  • Strong problem solver.
  • Excellent attention to detail.
  • Ability to build the Biome culture in concert with our brand values.
  • University level in a related degree, or Certificate III or Graduate Diploma in Business Administration or Retail, is desirable.
  • Must have the right to work in Australia.

Why work for us

We are a purpose driven organisation. We seek to make a difference to the environment, wildlife and people through carefully vetting all products we sell to ensure they are free from nasty toxins, don’t destroy the environment or wildlife habitat and don’t contribute to slave labor and human trafficking.

The key to our success stems from our team.

Biome offers:

  • Staff discount.
  • Work with passionate individuals wanting to enhance the well-being of our customers and our planet.
  • Training and development to grow your career and opportunities in e-commerce.
  • Team building events.
  • Day each year to volunteer with an organisation of your choice.
  • Donates to a charity each month.
  • Work for an organisation that is B Corp Certified and Palm Oil free.

Visit our website to learn more about the amazing work we do.


Biome reserves the right to close this ad earlier than the closing date. We recommend you apply as soon as possible.

Biome acknowledges the Traditional Custodians of the land and pays respect to Elders past, present and emerging.

Biome values diversity and is building a workforce that reflects the community we serve. Biome is an equal opportunity employer and Aboriginal & Torres Strait Islander peoples, people from culturally diverse backgrounds, sex, sexuality and gender diverse community members, and people living with disabilities are encouraged to apply.

Biome is a smoke free and fragrance-free workplace.

How to apply

This job ad has now expired, and applications are no longer being accepted.

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