Senior E-commerce Customer Service & Operations Coordinator

At Hunt St, we help Australian companies hire top remote talent in the Philippines. For this role, you will be formally engaged as an Independent Contractor (ICA). We are not an outsourcing agency. All of our roles are 100% remote, so you’ll be able to work from home.

Our client is an Australian health and wellbeing e-commerce business. They are growing into three complementary brands and expanding their international sales, manufacturing, and warehousing. Their customers are loyal, highly informed, and exacting about ingredients and sourcing. Many are navigating chronic health challenges and value sensitive, personalized support from people who listen carefully.

The client is looking for an experienced, hands-on operator who enjoys bringing structure to a busy business, looking ahead, and making things happen.

Customer service and Operations are the heart of this role. You will be the sole customer service specialist across the existing business and the new brands as they launch, and you will own inventory forecasting, purchasing, and international logistics. Alongside that, you will provide proactive executive support to a three-person leadership team, keeping their schedules, priorities, and commitments on track.

Success here looks like customers feeling heard, stock arriving at the right time and cost, records staying accurate, and a leadership team that has visibility without having to chase. This is a chance to work closely with the founders, take meaningful ownership, and help build the operational foundations of an international health and wellbeing group.

Key Responsibilities:

1. Customer Care, From First Enquiry To Resolution

• Manage Zendesk enquiries covering products, accounts, delivery issues, returns, refunds, and replacements
• Handle WooCommerce order corrections and maintain clear, accurate customer records
• Provide thoughtful, accurate responses using approved product information, and follow every issue through to resolution

2. Inventory Forecasting and Purchasing

• Build product-level demand forecasts and replenishment plans, accounting for sales trends, supplier lead times, minimum order quantities, safety stock, and shelf life
• Forecast purchasing expenditure and landed costs across currencies, including product, freight, and import costs
• Manage purchase orders and routine replenishment independently within agreed budgets and purchasing parameters, balancing stock availability with cash flow

3. International Logistics and Supplier Coordination

• Coordinate ordering from established brands and the client’s own manufacturing partners, primarily in the US
• Stay ahead of production schedules, supplier updates, and shipping deadlines
• Work with freight forwarders, customs brokers, and third-party fulfilment warehouses across countries, tracking shipments through to receipt and resolving discrepancies

4. E-commerce Systems, Reporting, and Process Improvement

• Keep WooCommerce and warehouse inventory aligned
• Add and update products in WordPress and WooCommerce to precise brand and content guidelines
• Prepare accurate Metorik reports and monitor operational KPIs
• Identify recurring problems, recommend practical improvements, and flag risks early with clear next steps

5. Company Knowledge, Documentation, and Digital Assets

• Create and maintain a centralized, searchable company knowledge base and document management system
• Propose suitable tools and structures, then work with leadership to implement a shared home for company documents, SOPs, brand assets, templates, and systems documentation
• Establish folder structures, naming conventions, document ownership, access permissions, and version control
• Maintain and improve SOPs in Confluence, keeping information current and easy for the team to use

6. Executive, Business, and Personal Support

• Manage calendars, scheduling, and inboxes for the three-person leadership team
• Triage messages, draft routine replies, identify decisions required, and turn correspondence into actionable tasks
• Keep Todoist organized with clear priorities, owners, and deadlines, and follow up on unanswered emails, outstanding decisions, and commitments
• Prepare meeting agendas, collate documents, record decisions, assign agreed actions, and follow up deadlines
• Research and coordinate travel, bookings, itineraries, and business or personal appointments across time zones
• Compare suppliers, products, and services against agreed criteria, obtain quotes, and place approved orders, including occasional personal online purchases for the founders
• Track deliveries, manage receipts, returns, and refunds, maintain contact lists, track subscriptions and renewals, organize warranties, and keep recurring commitments visible
• Handle other ad hoc business and personal administration with care and discretion