Location: Ideally Brisbane, Australia — with flexibility across QLD, NSW and VIC)
ABOUT US
At Gozney, we're on a mission to change the way the world cooks outdoors. Since 2010, Gozney has made cooking with fire easy by pioneering next-level pizza ovens. Harnessing knowledge from our origins in commercial ovens, Gozney’s multi-award-winning outdoor pizza ovens are beautiful, high-performing, durable tools designed for chefs and made intuitive for beginners, so anyone can make, create, cook, connect, discover, and grow. We are creators of new experiences, and we’re seeking motivated individuals excited to join our expanding team and embark on an incredible journey. We are passionate, innovative, bold, and relentless. All while having a ton of fun. Whether you're excited about pizza, outstanding products, food culture, lifestyle, the outdoors, or thrill-seeking – or if you're simply looking for a company that values you– apply today.
SUMMARY
As an CX and Sales Ops Support Specialist at Gozney, you play a pivotal role in ensuring exceptional customer satisfaction while supporting operational and sales functions. Acting as the initial point of contact for customers, you embody the Gozney brand, providing top-notch, customer-focused, and efficient service. You will also manage order processes, liaise with retail partners, and oversee logistics to drive operational excellence. Your proficiency both written and verbal communication, along with strong problem-solving skills, will be key to success in this role.
RESPONSIBILITES
Customer Experience & Support:
- Efficiently manage and respond to customer inquiries across multiple channels, including phone, email, live chat, and social media, ensuring prompt and effective support.
- Utilize Gozney customer service software to track and resolve customer cases, providing accurate reporting to support business needs.
- Offer technical support to customers, helping them optimize their product experience.
- Proactively develop product knowledge to communicate features and benefits effectively to customers.
- Monitor and respond to customer reviews, addressing concerns and enhancing brand reputation.
- Manage after-sales inquiries, including delivery tracking, order status updates, and resolution of logistics issues.
- Coordinate returns and liaise with warehouses and couriers to resolve delivery issues.
- Gather customer feedback to contribute to ongoing process improvements.
Sales Operations & Order Management:
- Deliver best-in-class processes to support retail customers, ensuring smooth order fulfilment and logistics execution.
- Establish and maintain strong relationships with retail customers’ buying and planning teams.
- Analyse inventory, sell-through data, and purchase orders to provide valuable insights to customers and internal teams.
- Manage end-to-end order processing, including order entry, scheduling (via EDI or manual systems), and fulfilment with global 3PL warehouses.
- Ensure customer-specific shipping and routing requirements are met while selecting the most cost-effective shipping methods.
- Process invoices for retail orders and support sales teams in securing and maintaining accounts.
- Set up and manage customer and item profiles in Gozney’s internal systems.
- Establish and track performance measurement systems to monitor operational efficiency.
Logistics Responsibilities:
- Coordinate and oversee the movement of products through the supply chain, ensuring timely and cost-effective delivery.
- Work closely with third-party logistics providers, warehouses, and couriers to streamline operations and resolve issues.
- Monitor inventory levels and coordinate stock replenishment to avoid shortages and overstock situations.
- Optimize shipping and freight costs while ensuring compliance with international and domestic regulations.
- Maintain accurate records of shipments, delivery schedules, and transportation metrics.
- Support logistics-related process improvements to enhance efficiency and reduce operational bottlenecks.
WHAT WE ARE LOOKING FOR
- Proven experience in customer service, sales operations, or supply chain management.
- Strong organizational skills, meticulous attention to detail, and ability to manage multiple priorities in a fast-paced environment.
- Exceptional written and verbal communication skills, with a customer-first mindset.
- Ability to maintain composure under pressure and deliver solutions-oriented support.
- Strong analytical and problem-solving abilities, with proficiency in Excel (formulas, pivot tables, and power queries).
- Knowledge of retail compliance, logistics, and order management processes.
- Experience with EDI systems and customer management platforms preferred.
- Bachelor’s Degree in Business Administration, Logistics, Supply Chain, or a related field preferred.
- Experience with global retail and distribution accounts is a plus.
