Dual role: Customer Service & Online Pick & Pack (Dispatch) – Part Time APPLY NOW

We are looking for someone enthusiastic to join our team with a dual role focused on (a) Customer service and (b) Pick and Pack - order fulfilment of our online store. You will be helping to service and engage with our customers (both direct and wholesale), mainly via email. The new created role is based at our Headquarters in St. Kilda and is not a warehouse-based role. This role is a great opportunity to help surprise and delight customers in the Heath Lab community.

About Health Lab…

Health Lab is an Aussie Born snacking brand creating a daily moment of joy, without any guilt. All of our snacks are vegan- friendly, gluten free, feature natural ingredients and are made in Australia. We simply create balanced, nourishing and delicious vegan-friendly protein snacks that help satisfy sweet cravings and (importantly) help you conquer adulting! We hope you love them.

Your day-to-day:

Customer service

• Communicating with customers & ensuring customer satisfaction on emails & live-chat  
• Handle customer queries professionally, provide knowledgeable solutions and follow up as required Ensuring customer profiles & communication is documented  
• Adopt our playful and fun tone of voice to help engage with customers in a way that aligns with our brand values  
• Assist customers with delivery queries, and any last-minute additions to existing orders  
• Help on-board wholesale customers  
• Escalate product related queries where necessary

Packing and Fulfilment of online orders

• Picking and packing online orders
• Printing picking list online orders as per the software
• Pick items accurately
• Pack orders as per the packaging standards making sure goods arrive in their original new condition
• Booking orders by choosing the correct courier
• Fulfilling orders in Shopify
• Communicating with co-workers
• Cleaning the workstation, and leaving everything organised
• Active learning/self-training is the best practice for packaging, our products, and our software.
• Occasionally packing social media or brand mail outs
• Quality control (QC) of items during dispatch & returns

Admin

• Stock management
• Ordering more brand supplies to ensure we can fulfil orders to the highest standard

This role…

• Initially this role we estimate to be 15 hours per week (split across 3 days minimum) - with the opportunity to increase
• Hours are flexible, as long as the orders are packed each day during business hours
• We can be as flexible as possible for this role
• Position to begin in January 2025

Requirements

• Genuine passion and genuine enthusiasm for customer service ad helping develop a deeper connection with our community
• Previous customer service experience (either online or in-store)
• Strong organisational skills, ability to multi-task show initiative
• Eligible for permanent work with no visa restrictions
• Picking, packing and processing of orders with precision
• Excellent attention to detail and accuracy
• Strong organisational skills, ability to multi-task, show initiative & think quickly
• Ability to keep up in a fast-paced working environment ability to meet deadlines
• Superb written and verbal communication skills
• Ability to stay motivated
• Comprehensive computer skills
• Positive, can-do attitude
• Experience with Shopify, ecommerce fulfilment (e.g couriers) is a bonus
• The ability to work well within a fast paced and energetic team environment