Role Overview:

We are looking to partner with an outsourcing provider to supply a dedicated Order Management & Customer Service Associate. This role supports order processing, customer communication, and logistics coordination across systems such as NetSuite, Shopify, and 3PL platforms. The role requires strong attention to detail, excellent written English, and the ability to follow structured processes while managing time-sensitive operational tasks.

Schedule:

• Mondays to Fridays, 8:00 am to 5:00 pm (Australian Eastern Time, 40 hours per week)

Core Responsibilities:

• Order Processing & Data Entry: Manage purchase orders, validate information, and ensure timely processing.
• Customer Support: Respond to customer queries via email, including order status, stock availability, and invoicing.
• Returns & Warranty Handling: Process return authorisations and warranty claims, maintaining accurate records.
• Logistics & Fulfilment Coordination: Coordinate shipments, track warehouse orders, and update fulfilment stages.
• System Monitoring: Reconcile data across NetSuite, Shopify, and 3PL platforms.
• Exception Handling: Identify cancelled orders, pricing discrepancies, and escalate when required.

Daily Workflow:

• Inbox triage and prioritisation
• Order entry and validation
• Customer email responses
• Shipment coordination and updates
• Issue tracking and escalation

Skills & Experience Required:

• Experience in eCommerce operations or order processing
• Familiarity with ERP systems (NetSuite preferred)
• Strong written communication skills
• Close attention to detail
• Ability to follow SOPs and workflows

Performance Expectations (KPI):

• High-order processing accuracy
• Meeting SLA cut-offs
• Fast email response times
• Low avoidable escalation rate
• Accurate system reconciliation

Working Model:

• Full-time outsourced role
• Aligned with Australian business hours
• Operates within defined SOPs and reporting structure

Tools & Systems:

• NetSuite
• Shopify
• 3PL portals
• Email (Outlook)

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring
• Health insurance coverage for eligible locations

Note:

Please click the Apply button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.