Customer Care Specialist (Part Time, Melbourne)

Customer Care Specialist (24 hours per week - Melbourne)

Rachel Donath is a premium Australian furniture and design house known for timeless, artful collections that blend contemporary form with storied character. We are seeking a dedicated Customer Care Specialist to join our growing team and deliver exceptional experiences for both retail and trade clients.

About the Role

This is a pivotal opportunity to be part of a fast-growing design brand, supporting the full customer journey from enquiry to delivery. The role spans customer service, sales support and trade account assistance, ensuring each client receives a premium and seamless experience. Based in Melbourne (Hybrid ), this part time role reports to the Sales Manager.

Roles & Responsibilities

As Customer Care Specialist, you will play a central role in ensuring a seamless customer and trade experience. This role is critical in ensuring smooth BAU activity whilst the business is in a period of exciting growth.

Your responsibilities include:

Customer Service & Sales Support

• Triage shared inbox communications and answer incoming calls.
• Manage customer enquiries in a timely and professional manner, providing additional product information and identifying sales opportunities.
• Prepare customer quotes and follow up proactively.
• Deliver exceptional care in managing shipping delays, order updates, and general customer concerns.
• Oversee returns, exchanges, and claims, ensuring efficient resolution and customer satisfaction.
• Collate and maintain a customer claims register, supporting the Production Manager through the factory claims process.
• Process stock adjustments for returns, exchanges, faulty products, and marketing allocations.

Order Fulfilment & Logistics

• Track customer orders and work closely with 3PL providers to resolve customs or logistics issues.
• Assist with booking freight through 3PL partners.
• Process stock adjustments in Cin7 and Spiffy to ensure accurate inventory tracking.

Wholesale & Trade Support

• Convert wholesale purchase orders (POs) into invoices and manage the end-to-end order process.
• Ensure timely payment of wholesaler and trade accounts.
• Support wholesalers with order delivery, claims management, and returns.
• Maintain and update website stock dates across both trade and Shopify accounts.
• Provide wholesaler stock feed reporting to ensure transparency and alignment.
• Manage customer feedback with efficiency and professionalism.

Reporting & Administration

• Provide administrative support for Business Development Managers (BDMs).
• Share key updates and insights with Rachel and senior team members.

Brand Representation

• Communicate in line with Rachel Donath’s brand tone: warm, professional, elevated.
• Share the brand story and values confidently with customers and partners.
• Contribute to creating an exceptional end-to-end client experience.

About You

You’re organised, proactive and solutions-focused with a strong service ethic. You thrive in a fast-paced environment and bring genuine care and attention to every detail.

You bring:

• 3+ years’ experience in customer service, sales coordination or account management
• Experience in luxury retail industry (desirable)
• A high level of attention to detail
• Excellent written and verbal communication skills
• Tech fluency particularly with Cin7, Hubspot, Microsoft Office/Google Suite, and Shopify
• A love for creating elevated customer experiences

What We Offer

• A collaborative and creative team culture
• A hybrid role offering flexibility and variety
• The opportunity to work with a globally recognised Australian design brand
• Hands-on involvement in a high-growth phase of the business
• Staff discounts and professional development opportunities

To ApplyPlease send your CV and a cover note telling us why you’re the right fit for Rachel Donath to careers@racheldonath.com.