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About the Role
Universal Music Australia is seeking an eCommerce Customer Experience and Operations Coordinator to join their eCommerce team on a 12-month contract. This role provides best-in-class customer service across UMA’s online stores while supporting the day-to-day operations of the eCommerce business. It's an opportunity to build a career in eCommerce, working across customer service, order and inventory management, fulfilment, and eCommerce operations.
Responsibilities
- 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
Requirements
- 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
Skills
- Customer Service
- CRM tools
- Digital Genius
- Zendesk
- Shopify
- Spreadsheets
- Data management
- eCommerce best practices
- Merchandising
- Loyalty programs
- Customer retention programs
- Inventory management
- Communication skills
- Problem-solving skills
- Organisational skills
- Time management skills
- Project management skills
- Attention to detail
- Music industry interest
Location
- Australia
Work Type
- 12-month contract
- Full-time
Experience Level
- 1-2 years experience
Benefits
- Career opportunities
- Live music perks
- 2 ‘U-Days’ per calendar year
- Strengths based learning and development opportunities
About the Company
- Universal Music Australia (UMA) is part of The Universal Music Group, the world’s leading music company.
- UMA is committed to artistry, innovation, and entrepreneurship.
- They own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audio-visual content in more than 60 countries.
- The company culture is entrepreneurial, global, and values authenticity, boldness, creativity, connection, drive, and insight.
- Collaboration is core, drawing strength from diverse perspectives and meaningful relationships.
Equal Opportunity
- Universal Music is committed to fostering diversity and inclusivity as an equal opportunity employer.
- They encourage applicants from all backgrounds to apply regardless of gender, race, ethnicity, nationality, age, sexual orientation, gender identity, intersex status, marital or family status, neurodiversity, religion or belief, disabilities, or socio-economic background.
- They also encourage people from all cultural backgrounds to apply, including First Nations people.
- Diversity and inclusivity enhance their creative and evolving workplace.