Customer Care + Dispatch Manager

Sydney, NSW

In this role, you will be responsible for delivering an exceptional online customer experience and supporting the operational flow between customer care, eCommerce, store, and warehouse. This position requires strong communication skills, attention to detail, and the ability to manage multiple tasks efficiently.

Please note: This role requires occasional use of your personal vehicle for ad hoc duties such as sample and stock transport. Fuel costs will be reimbursed according to our fuel reimbursement policy.

Key Responsibilities

Customer Service & Communication

• Manage all customer enquiries via customercare@fellaswim.com and phone.
• Respond to Instagram and Facebook customer enquiries in a timely and professional manner.
• Process manual phone orders on Shopify and resolve customer issues with empathy and efficiency.
• Handle and resolve PayPal disputes, tracking cases and providing appropriate documentation.
  
  

Team Training & Leadership

• Train new staff across customer service, stock control, store processes, administration, and warehouse procedures.
• Provide leadership, support and guidance to team members to ensure consistent customer experience.
• Introduce and train new boutique staff to uphold Fella’s customer service standards and align with the online customer journey.
  
  

Reporting & Insights

• Report and forecast customer trends, issues, and behavioural patterns to directors, eCommerce, and marketing teams.
• Provide insights and recommendations to improve customer experience, UX and operational efficiencies.
  
  

eCommerce & Operational Support

• Collaborate with the eCommerce Manager to identify website issues and suggest improvements to optimise user experience.
• Manage customer order dispatch, ensuring all orders are packaged and sent out by end-of-day — no rollovers to the next day.
• Conduct daily Sydney SOH (Stock On Hand) updates, manage returns logging, and monitor stock levels for sales events and pop-ups.
• Perform regular stock take and ensure accurate stock management across Paddington and Online stores.
• Liaise with factory managers regarding customer orders, alterations, unpaid invoices, and follow-ups.
• Monitor pre-order dates and orders, and communicate any delays to the team.
  
  

Logistics & Administration

• Handle post office runs, including collecting mail and dropping off customer orders or returns.
• Manage stationery levels: check weekly, prepare Officeworks orders, and submit to Christine for approval.
• Maintain a tidy and organised office environment. All desks, stock racks, and shared areas must be cleared and clean before leaving each day.
• Assist with sample and stock-related tasks requiring transport (fuel reimbursed).
  
  

Customer Loyalty & Review Management

• Oversee customer review management and maintain the loyalty program on Okendo, ensuring engagement and retention strategies are executed effectively.
  
  Please submit your résumé and portfolio to paddington@fellaswim.com or via the button below.