About us

Urban Road is one of Australia’s industry-leading wall art and home decor retailers and wholesalers. We are absolutely committed to our customers' happiness and operate as a lean, multiskilled, passionate team dedicated to providing the best online art shopping experience possible. We’re looking for a proactive, process-driven individual to manage our customer service channels and e-commerce fulfilment operations with precision, empathy, and commercial awareness.

The Role

As our Customer Service & E-commerce Order Management specialist, you'll be the heartbeat of our online customer experience. You’ll manage incoming customer communications, oversee order and inventory processes, and ensure smooth and timely deliveries — all while identifying ways to improve how we do things.

Key Responsibilities

Order & Customer Management (Daily)

Handle incoming customer calls, live chats, and support tickets, meeting SLA targets.

Oversee orders across all despatch points; escalate and resolve issues.

Process international orders through to dispatch.

Identify and action problems like payment failures, stockouts, or technical issues.

Communicate proactively with customers regarding delays or fulfilment issues.

Respond to order, shipping, and returns inquiries.

Inventory Management (Daily & Weekly)

Monitor inventory and update product availability.

Raise low-stock alerts and communicate with purchasing.

Manage RMAs and returns register, ensuring returned items are QA’d and relisted when appropriate.

Shipping & Fulfilment (Daily)

Liaise with couriers and logistics partners to resolve shipping issues.

Track delivery performance and disputes (e.g., lost packages).

Own proactive customer communication around delays, especially during peak periods.

Weekly Reporting & Coordination

Generate weekly reports on orders, fulfilment, and returns.

Analyse patterns, performance, and courier reliability.

Meet with the fulfilment and warehouse teams to resolve or escalate operational issues.

Track and report metrics for requests and returns.

Forecast demand and coordinate restocking.

Monthly Reviews & Improvements

Evaluate vendor/courier performance and adherence to SLAs.

Manage NPS and customer satisfaction ratings.

Reconcile physical vs system inventory; oversee stocktakes.

Review and escalate unusual return patterns or delivery anomalies.

Validate and review supplier and courier invoices.

Identify and report process bottlenecks or areas for automation.

Desired Skills

Exceptional customer service, spoken and written and interpersonal skills.

Professional writing and attention to detail when completing tasks.

Previous experience in an e-commerce customer service role with order processing knowledge will be highly regarded.

Experience with Shopify, Zoho Desk and CRM or similar software.

Organisational skills to work in a fast-paced environment with multiple competing deadlines.

We Offer

A supportive and collaborative team culture.

Opportunities for growth and process ownership.

Flexible working arrangements.

Staff discounts and perks.

The chance to make a real impact on our customer journey and operational excellence.

To apply please attach your CV and cover letter detailing why you are the best person for this role. Only shortlisted candidates will be contacted to arrange interviews.