Customer Experience & Operations Coordinator

Job description

We are Universal Music Australia (UMA), Part of The Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audio-visual content in more than 60 countries. Are you customer-focused, highly organised, and passionate about delivering a great fan experience? Universal Music Australia is seeking an eCommerce Customer Experience and Operations Coordinator to join our eCommerce team on a 12-month contract , providing best-in-class customer service across UMA’s online stores while supporting the day-to-day operations that keep our eCommerce business running smoothly. This is an exciting opportunity to build your career in eCommerce, working across customer service, order and inventory management, fulfilment and eCommerce operations. You’ll work closely with our eCommerce, Operations and wider Commercial teams to help create a seamless experience for our customers and music fans. Please note, this is a 12-month contract position. About The Role: Deliver best-in-class customer service across UMA’s eCommerce stores, managing customer enquiries including order updates, exchanges, refunds and returns Proactively communicate with customers regarding inventory delays, release date changes and other order updates Maintain and optimise customer service tools, templates and processes to improve response times and efficiency Identify customer service trends and opportunities to continuously improve the fan experience Work closely with Operations and Warehouse teams to monitor inventory, stock movements and order status Support inventory and order management, including promotional orders, replenishment, reservations and stock buys Maintain reporting and keep key eCommerce and label stakeholders informed of relevant inventory and shipment changes Support product movement and configuration across eCommerce and warehouse systems Work collaboratively with the operations and eCommerce teams to improve systems, processes and overall departmental efficiency Provide general operational and administrative support across the eCommerce and Commercial teams as required About You: You are customer-focused, organised and have strong attention to detail. You enjoy solving problems, communicating clearly and finding ways to make the customer experience better, while being equally comfortable working behind the scenes with systems, orders, inventory and data. You’re proactive, adaptable and able to juggle multiple priorities in a fast-paced environment. You’re comfortable working autonomously, enjoy collaborating with different teams and have a genuine interest in music and eCommerce. You Will Bring: 1–2 years’ experience in a customer service role Experience using CRM or customer service tools, with Digital Genius or Zendesk experience preferred Familiarity with Shopify and the ability to quickly learn new systems and technologies Experience working with spreadsheets and data Exposure to eCommerce best practices, including merchandising, loyalty and customer retention programs and inventory management Excellent communication and problem-solving skills, with a strong customer-first mindset Strong organisational, time management and project management skills, with the ability to manage multiple priorities Excellent attention to detail and the ability to work effectively both autonomously and collaboratively A proactive, agile approach and a genuine interest in music About Us: Career opportunities – unique and rare opportunity to elevate your career in a supportive, motivated and ambitious team The opportunity to join the WORLDS leading music company All the perks of working within the music industry (did someone say live music?) X 2 ‘U-Days’ per calendar year to spend however you like! Strengths based learning and development opportunities Much more….! Our Culture: We’re an entrepreneurial, global organisation where authenticity, boldness, creativity, connection, drive, and insight aren’t just values; they’re how we work every day. Collaboration sits at our core, and we draw strength from diverse perspectives and meaningful relationships, knowing that what we achieve together is greater than what we can do alone. We encourage everyone to show up as their true self, bringing something real to the work we do. We also approach every challenge with curiosity and imagination, always asking “what if?” and finding new, unexpected ways forward. If that sounds like you, you’ll fit right in. You can learn more about our values and what we stand for here . Disclaimer The company presents this job description as a guide to the major areas and duties for which the jobholder is accountable. However, the business operates in an environment that demands change and the jobholder’s specific responsibilities and activities will vary and develop. Therefore, the job description should be seen as indicative and not as a permanent, definitive and exhaustive statement. Diversity & Inclusion At Universal Music we are committed to fostering diversity and inclusivity as an equal opportunity employer. We encourage applicants from all backgrounds to apply for our roles regardless of their gender, race, ethnicity, nationality, age, sexual orientation, gender identity, intersex status, marital or family status, neurodiversity, religion or belief, disabilities, or socio-economic background. We also encourage people from all cultural backgrounds to apply, including First Nations people. It is through our diversity and inclusivity that we bring together different perspectives, enhancing our creative and evolving workplace. Music is Universal. Job Category: Customer Service