eCommerce Operations & Customer Experience Coordinator

• **About Us**
• Optometrist Warehouse is a rapidly growing Australian optometry business, combining a national network of optometry practices with an expanding eCommerce operation.
• As part of the broader Chemist Warehouse Group, we are looking for an
• **eCommerce Operations & Customer Experience Coordinator**
• to join our growing eCommerce, Digital & Customer

Experience team

• **About the Role**
• This is a newly created, full-time permanent role with broad exposure across customer experience, eCommerce operations, CRM, digital marketing coordination, and process improvement.
• The role will initially focus on supporting day-to-day customer service and eCommerce operations, while also assisting with CRM activity, supplier and agency coordination, documentation, and digital projects.
• This role is suited to someone who enjoys taking ownership, improving processes, and working across a broad range of responsibilities. As the business continues to grow, priorities may evolve, creating opportunities to take greater ownership across customer experience, CRM, digital operations, vendor coordination and process improvement.
• **Responsibilities**
• · Manage customer enquiries, order issues, deliveries, backorders, returns, refunds and cancellations.
• · Liaise with suppliers, logistics providers and internal stakeholders to resolve customer and order issues.
• · Support CRM, email and SMS campaign coordination, including briefing, proofing and QA.
• · Coordinate routine follow-ups with suppliers, agencies, vendors and internal stakeholders.
• · Create and maintain SOPs, process guides, templates and operational documentation.
• · Support digital, CRM and customer experience projects, including testing, task tracking and implementation.
• · Identify opportunities to improve processes, workflows and the overall customer experience.
• **Qualifications**
• Experience in one or more of the following areas would be advantageous:
• · Customer service or customer support.
• · eCommerce or online retail.
• · CRM, email marketing, SMS marketing or marketing operations.
• · Digital marketing coordination.
• · Operations, administration or project support.

Experience across every area is not required

• We are more interested in finding someone with the right mindset, attention to detail, initiative and willingness to learn.
• **Required Skills**
• · Exceptional attention to detail and a high level of accuracy.
• · Strong written English communication skills.
• · Excellent organisation and task management.
• · Strong initiative, ownership and follow-through.
• · Comfortable learning new systems, tools and processes.
• · Able to work independently while knowing when to ask questions or escalate.
• · Process-oriented and interested in improving how things are done.
• · Adaptable and comfortable working across different areas in a growing business.
• **Key Details**
• ·
• **Employment:**
• Full-time, permanent
• ·
• **Salary:**
• $65,000–$75,000 per annum + superannuation
• ·
• **Work arrangement:**
• Hybrid, with 3 office days per week
• ·
• **Location:**
• Melbourne, Victoria, Australia
• ·
• **Preferred start date:**
• Early October 2026
• This is a great opportunity for someone looking to build broad experience across eCommerce, customer experience, CRM and digital operations while growing with the business.
• Applications close: Monday, 14 September 2026 at 9:00am AEST.