Customer Support & Admin Officer

Who we are

Globally loved and locally led, Toys “R” Us Australia is entering an exhilarating new era under the ownership of Directed, a leader in brands that ignite imagination and innovation. We’re reimagining what play means for the next generation of Australian families.

As one of the world’s most iconic toy brands, Toys “R” Us is built on the magic of curiosity and fun. Now, backed by Directed’s 20+ years of experience in retail, distribution, and brand transformation across toys, gaming, lifestyle, and more, we’re combining global heritage with fresh, local energy.

This is our next chapter. Bold, imaginative, and filled with possibility. Join us as we bring play to life in new and extraordinary ways.

About the role

The primary objective of the Customer Support & Admin Officer is to manage the daily coordination of customer service and order administration across the Toys “R” Us group that includes the ecommerce sites for Toys “R” Us, Babies “R” Us, Riot – Art & Craft and Hobby Warehouse.

The role involves managing inbound enquiries, refunds, returns, warranties, order processing, and data flow between Shopify, SAP, and WMS systems. The role also oversees Click & Collect operations, gift card management, and drop ship order coordination.

Meet your new team

The Customer Support and Admin team is critical in ensuring Toys “R” Us delivers a seamless and trusted customer experience across all online stores and related marketplace channels. This team manages every step of the post-purchase journey, from system accuracy through to customer enquiries, returns, refunds, warranties, and gift card management.

Working closely with Marketing, Web Development, Finance, and Warehouse operations, the team ensures that every order is processed smoothly, every enquiry is handled promptly, and every customer interaction reflects the care and reliability that Toys “R” Us brands are known for.

How you will make an impact

This is not your average Customer Service role as you'll be part of a dynamic and growing team who are driven to exceed customer expectations. The role will see you:

• Manage customer enquiries across email, our CRM, social media and other channels for Toys “R” Us, Babies “R” Us, Riot Art & Craft, and Hobby Warehouse.

• Investigate and resolve order issues, delivery delays, refund requests, and warranty claims within agreed timeframes, providing accurate, empathetic, and brand-aligned responses to customer concerns to ensure a positive experience.

• Track recurring issues and escalate system or supplier-related problems to relevant teams for resolution.

• Oversee the daily flow of orders between Shopify, our ERP system and the Warehouse Management System (WMS), ensuring data accuracy.

• Coordinate and monitor Click & Collect orders, ensuring customers are notified and orders are fulfilled on time.

• Liaise with warehouse and 3PL teams to ensure timely resolution of order fulfilment issues.

• Produce regular reports on customer service metrics, order accuracy, and refund turnaround.

• Identify recurring issues or bottlenecks and recommend process improvements to enhance efficiency and customer satisfaction.

The successful candidate

Our ideal candidate for the Customer Support & Admin Officer role will confidently demonstrate: 

• Experience in a similar customer service, retail operations, or administration role withing an eCommerce business.

• Proficiency with Shopify, CRM’s, and related order management tools.

• Understanding of SAP and warehouse management systems (WMS).

• Experience managing refunds, warranties, returns processes, Click & Collect and dropship environments.

• High attention to detail and process consistency.

• Being a self-starter with strong initiative and urgency, and the ability to multi-task, prioritise, manage time and delegate effectively.

Perks & Benefits

Why join Toys "R" Us and Directed? You'll be part of a company that puts your personal and professional growth, wellbeing, and success first. We are a diverse and inclusive team dedicated to helping one another achieve our goals and driving customer success. We love to connect and interact socially with regular company-wide events, and we focus on giving back to our communities through charities.

This full-time role offers a competitive salary, being able to work from modern offices based in Clayton, have significant product discounts, salary packaging perks and more. There's a lot to look forward to, when you join our team!

Next steps

Like what you’ve read so far? Keen to progress your career in an exciting new role providing support to deliver customer success? APPLY NOW as we would love to see your application to discuss this, or other potential future roles.