Customer Support Officer

About BONIIK

BONIIK stands as Australia's premier authorized distributor and retailer specializing in genuine Korean Beauty products, skincare, and cosmetics. We link enthusiasts and commercial buyers with top-tier K-Beauty brands through extensive e-commerce and wholesale distribution nationwide.

Role Overview

We seek a detail-focused Customer Support Officer to enhance the coordination of order fulfillment, backend system updates, and customer communication as our sales volume grows in both retail and wholesale channels. This role functions as a vital connection point among customers, internal systems, and supply chain partners.

Key Duties

• Act as primary contact for both retail and wholesale customers regarding order statuses, shipment tracking, dispatch delays, and delivery queries.
• Collaborate directly with courier services such as Australia Post and freight carriers as well as the warehouse team to address missing shipments, transit delays, and delivery address issues.
• Manage split shipments, backorders, and the transfer of inventory across multiple warehouses and fulfillment centers.
• Accurately update order information including status changes, tracking numbers, and delivery logs daily using Shopify Plus and inventory management systems.
• Keep detailed records monitoring wholesale order progress from initial booking through dispatch.
• Update stock availability indicators, pre-order timelines, and SKU details in backend systems to provide real-time sales and support visibility.
• Handle return merchandise authorizations, damaged goods reports, and inventory correction logs to maintain accurate stock counts.
• Provide attentive customer support for retail clients through chat, email, and phone on delivery updates, missing items, and product questions.
• Maintain proactive communication with wholesale partners regarding dispatch scheduling, stock shortages, and freight arrangements.
• Deliver courteous, effective resolutions to potential delivery concerns to foster positive brand experiences.

Candidate Profile

• A strong interest in operations and logistics, ensuring optimized package dispatch and tracking.
• Proficient with eCommerce platforms, particularly Shopify Plus, inventory control software, and customer support tools like Gorgias or Zendesk.
• Excellent communication skills capable of simplifying complex logistics updates clearly and politely for diverse audiences.
• Calm and resourceful problem solver adept at managing courier delays, stock inconsistencies, and urgent shipping issues.
• An enthusiasm for skincare and cosmetics is advantageous.

Employee Benefits

• Competitive remuneration along with generous employee discounts on the entire K-Beauty range.
• Regular provision of free products and early access to new product launches.
• Opportunities for professional growth in supply chain operations, eCommerce management, and enhancing customer satisfaction.
• A lively and supportive workplace culture within the Sydney office.