About Us:

Etikette Candles is an independently owned and growing home fragrance company based in the Adelaide Hills. We tell stories of the Australian landscape through the power of scents and memories. At Etikette we manufacture high-quality soy wax candles and eco-reed diffusers for wholesale distribution and direct sales via our e-commerce website. We are passionate about the handmade process and crafting premium products that connect deeply with our customers. Etikette is a much-loved brand, currently stocked in over 600 stores across Australia and growing.

Job Overview:

As Customer Care Specialist + Office Administrator, you’ll oversee Etikette’s exceptional standard of customer service and collaborate closely with our external business partners and stakeholders as well the internal team to ensure the seamless flow of operations. You’ll take ownership of the delivery of our customer care experience and provide reliable and efficient support to the Operations Manager and broader production team.

Why We’re Hiring for This Role:

Etikette is experiencing exciting growth, but as we grow, we need an experienced Customer Care + Office Administrator to support the Operations Manager and the production team. This role is critical in ensuring we can maintain our high standards of customer care, meet customer demand, and deliver on our growth plans.

Customer Care Specialist + Office Administrator

This role reports directly to the Operations Manager.

Responsibilities:

• Customer Care / Support – Provide high level and attentive customer service for all inbound enquiries, predominantly via e-commerce customer support platform Gorgias.
• Triage all in-bound customer service and general enquiries to internal and external management including our wholesale distribution agency/3PL partner.
• Assist with Shopify tech-support and on-site troubleshooting as needed.
• Manage all stock control communications with our 3PL partners, including data hygiene and daily spreadsheet management.
• HR support: assist with processing staff leave requests and manage casual staff availability.
• Assist Operations Manager to produce weekly documents that communicate production and staff scheduling.
• Manage regular stock-taking, including all raw materials as well as reconciling finished product stock reports from 3PL with online Shopify inventory.
• Ordering all raw materials and office supplies.
• Generate quotes, invoicing and uploading receipts to Xero.
• Assist with production scheduling for large corporate + custom orders
• Booking all couriers
• Suitability – this role will suit someone who is committed, people focussed and passionate about the Etikette brand and business. The role is fluid and ever changing and requires someone who is open minded and happy to work in this way.

Experience

• Minimum 3 years’ experience in customer service and or office administration.
• Knowledge of e-commerce, customer care, supply chain operations, logistics, and 3PL operations.
• Proficiency in implementing systems and processes to improve efficiency.
• Experience with e-commerce tech tools (Shopify, Gorgias)
• Exceptional problem-solving skills and ability to thrive in a fluid and fast-paced environment.
  

What we Offer

• A growing and passionate company.
• A collaborative and supportive work environment that values creativity and innovation.
• Competitive salary package.
• Part-time arrangement with flexible workday hours.

Deadline:

Applications close Sunday 23 February 2025.