Customer care Coordinator

Customer Care Co‑Ordinator (Maternity Cover) Wilson & Dorset is all about creating moments of connection, comfort and calm in a world that can feel busy and chaotic. Since 2009, we have been making beautiful New Zealand sheepskin pieces for the home, built to last for a lifetime, not for landfill. We are a small Kiwi brand with global ambition, growing across New Zealand, Australia and beyond. It is a grounded, generous place to work, where we care about doing good work and looking after each other along the way. Why this role exists Your day will revolve around ensuring every customer interaction reflects our brand’s warmth and care. Your work will enable us to keep delighting customers, refine our processes, and build an AI‑assisted care capability that grows with the business. What you’ll be accountable for Customer Care Own all incoming customer communication across inbox, live chat and social DMs, responding with warmth, speed and genuine problem‑solving. Build real relationships with our best customers through occasional personal outreach, making them feel known, not just processed. Surface customer insights (product feedback, shipping issues, what people love) back into the business on a regular basis. Customer Operations Process orders accurately across all channels. Keep the CRM current with customer information, quotes, invoices and orders. Ensure daily, weekly and monthly customer care tasks are completed in a timely and effective manner. Process returns efficiently with accurate documentation and escalating when required. Identify recurring issues and own them through to resolution, not just flagging them. Complete all customer‑related administration within 48 hours. Document and maintain standard operating procedures, keeping them current as processes evolve. AI & Capability Building Use AI tools to work smarter behind the scenes (drafting, triaging, templating) while every customer still gets a response that feels genuinely personal. Know when to step in personally: complex situations, high‑value customers, anything that needs real judgment and warmth. Actively build W&D’s AI‑assisted customer care capability: test what works, refine it, and share it with the team. Lead customer care process and system improvements, including how we use AI tools over time. Team & Culture Maintain W&D tone and voice in every customer interaction: you’re not just solving problems, you’re representing who we are. Support store managers with customer care training, tone guidance and problem‑solving. Contribute to a positive, high‑performance workplace culture. Support pop‑up stores, sales events, trade shows and showrooms as required. How you’ll know you’re doing a great job First response time: inbox and live chat responded to within 2 hours during business hours. Customer satisfaction (CSAT): 90%+ positive ratings on post‑interaction surveys. Resolution rate: 85%+ of queries resolved on first contact, without escalation. Social DM response time: 90%+ of DMs responded to within 4 hours during business hours. Conversion contribution: live chat and inbox interactions contributing to 30% of online revenue (tracked via Shopify). Returns processing: customer‑initiated returns processed within 48 hours of receipt. VIP outreach: 5 proactive touchpoints per month with top customers. Voice of customer reporting: monthly insights summary shared with the Ecom Growth Lead and relevant stakeholders. What you’ll bring Skills & experience Genuine passion for customer care: you love solving problems and making people’s day. Exceptional written and verbal communication skills; you’ll be the voice of our brand for many customers. Self‑starter who takes ownership, works autonomously and moves with urgency. Strong organisational skills: you can juggle multiple priorities without dropping the ball. Confident with Shopify, Xero, MS Office, and CRM/inventory management systems. Comfortable using AI tools (ChatGPT, Claude or similar) to improve your own efficiency, and keen to build that capability in others. Experience in a similar customer care role. A love of natural materials and what W&D stands for: a real bonus. About you Warm, genuine, and a natural communicator: people feel good after talking to you. You take ownership. Problems don’t sit on your desk; they get solved. Curious and always looking to improve: processes, tools, your own skills. Comfortable with ambiguity and happy to work things out as you go. Optimistic and fun, a good fit for a grounded, generous team. A keen learner, striving to be a subject expert to best support our customers. How we do things: our values Served straight up – we don’t mince words. We speak like real people, clear and kind. We bring warmth, optimism and a bit of cheek to what we do. Perfectly imperfect – life is messy, and no one is perfect. We learn from mistakes and help each other along the way. Roll your sleeves up – clear roles matter, but we pitch in when plans change or opportunities arise. We share knowledge across the team, learn from each other and keep the product quality high. Applications close for this role on 3 August 2026. Please apply with your cover letter and CV via SEEK. Questions? Email address. #J-18808-Ljbffr