Customer Experience & E-commerce Coordinator – Premium Pet Brand

• Work across customer service, Shopify and e-commerce systems
• Join established Australian canine brands Rogue Royalty and RogueRaw
• Ideal for a tech savvy person who genuinely enjoys helping people

About the Role

Rogue Royalty and RogueRaw are looking for a reliable, personable and technically capable person to support our customers and e-commerce operations.

This role combines customer service, Shopify administration, and when required assistance in troubleshooting across our business systems.

You will assist customers online, by telephone and in our showroom. You will also learn about our canine equipment, accessories, grooming products and raw-feeding range so you can provide informed and practical advice.

This position would suit an experienced e-commerce or customer-service professional, or an IT or business graduate with excellent people skills.

Key Responsibilities

• Respond to customer enquiries by email, telephone and online messaging
• Assist showroom customers with product selection, sizing and fitting
• Provide product and raw-feeding information after completing training
• Manage customer orders, accounts and order changes through Shopify
• Process exchanges, returns, refunds and warranty enquiries
• Operate and provide everyday support for Shopify POS
• Maintain accurate customer, product and order information
• Troubleshoot routine POS, printer, software and device issues
• Assist with Shopify apps and other online business systems
• Update basic website and product information when required

Skills and Experience

You will need:

• Customer service, e-commerce or online retail experience
• Experience with Shopify, Shopify POS or a similar e-commerce platform
• Strong computer skills and the ability to learn new systems quickly
• Good Microsoft Outlook, Word and Excel skills
• Excellent written and verbal communication
• Strong attention to detail and organisation
• Confidence resolving routine technical and systems problems
• The ability to work independently and take ownership of tasks
• Demonstrated reliability, punctuality and accountability
• A genuine interest in dogs and willingness to learn about raw feeding

An IT, information systems, e-commerce or business qualification would be highly regarded but is not essential.

Experience with Gorgias, Shopify apps, Canva, social media or website content would also be advantageous.

Previous animal-industry experience is not required. We can teach product knowledge to someone who is genuinely interested and willing to learn.

About You

You are:

• Warm, patient and genuinely interested in helping customers
• Technically confident and comfortable learning new applications
• Reliable, organised and attentive to detail
• Able to communicate professionally in difficult situations
• Proactive and willing to solve problems
• Comfortable working without constant supervision
• Able to accept feedback and apply what you learn
• Interested in dogs, canine products and nutrition

You may be the person others naturally approach when Shopify, POS, an app or a printer needs attention.

What We Offer

• A varied role with genuine responsibility
• Training in our products and raw-feeding approach
• Opportunities to develop your e-commerce and systems knowledge
• A supportive small-team environment
• Work with two established Australian-owned canine brands

How to Apply

Please submit your résumé and a short cover letter telling us:

• Which Shopify, POS or e-commerce systems you have used
• About your customer-service experience
• How you have demonstrated reliability in a previous role
• Why you are interested in this position and working with canine brands

Only applicants with the right to work in Australia will be considered.

Pay: $70,000.00 – $80,000.00 per year

Work Location: In person