Careers
Interested in joining the Ela & Earth team? We would love to hear from you! You can find our current job opportunities listed below.
Customer Service Representative
Customer Service Representative
Full Time (Monday - Friday, 8am - 4.30pm) Tweed Heads
The Customer Service Representative is responsible for providing exceptional service to our customers. They will respond to enquiries, resolve issues or disputes, and ensure customer satisfaction through various channels such as email, chat, social media comments and DM’s. Working in this role you will be responsible for ensuring all orders are accurately and efficiently processed as well as process any returns. They will be responsible for communicating customer feedback + order information to the warehouse team.
In addition to Customer Service this person will be responsible for supporting various operational tasks. This includes working on ad hoc tasks such as (but not limited to) creating materials in Canva, managing filing systems, working on operational projects and systems within the office and warehouse.
Required skills and experience:
We anticipate you will have the following qualities:
- Excellent attention to detail and the ability to work autonomously
- Highly organised and process-driven
- Strong verbal and written communications
- Manage tasks and deadlines
- Previous experience in a similar role within the e-commerce space
- 1 year experience in Shopify
- Preferred experience in Cin7, specifically Sales Orders and the WMS
- Ability to work well under pressure and handle multiple tasks
What this role involves:
- Responsible for all customer service duties including (but not limited to) order enquiries, shipping enquiries, product information, complaints and feedback, product availability etc
- Promptly respond to all customer service enquiries via email, social media and website chat or any other communication platforms introduced
- Ensure customer satisfaction is met as best we can at all times - monitor, resolve, and escalate outstanding issues as a priority
- Ensure timely and accurate fulfilment and dispatch of all customer orders received via the online store
- Handle customer returns, processing refunds and managing product exchanges
- Process orders to be fulfilled and liaise with the warehouse team
- Provide and analyse customer reporting for monthly meetings
- Create discount codes
- Manage customers' expectations and communication around product launches, sales and pre-orders
- Manage all faults and returns
- Deliver consistent brand experience and tone of voice across all customer communications
- Regularly update chats / email templates / auto responses with relevant information
To apply for the role, please email your resume, cover letter and portfolio to careers@elaandearth.com.au
E-Commerce Assistant
Full Time (Monday - Friday) Tweed Heads
- We’re hiring a motivated and detail-oriented E-commerce Assistant to support our growing Shopify store. In this role, you will work closely with the E-commerce Coordinator to assist in the daily operations of our store, helping to maintain our digital presence and elevate the online shopping experience for our customers. You’ll play a hands-on role in managing products and collections, updating website content, assisting with photoshoots, and continuously improving our online customer journey.
Required skills and experience:
-
- 1-2 years of technical experience working with a Shopify store
- Ability to thrive in a fast-paced, ever-evolving environment
- Strong attention to detail and a high level of accuracy
- Highly organised, process-driven and self-motivated
- Excellent verbal and written communication skills
- A keen interest in customer behaviour and optimising user experience
- 1–2 years of experience using Canva or a similar creative design tool
- Bonus (but not essential): experience using Cin7 and asana
- Must be an Australian resident
What this role involves:
Website Maintenance & Product Management
- Upload and manage product data across Shopify and Cin7 (images, descriptions, barcodes, pricing, alt text, tags, SEO etc)
- Maintain and build collections, manage inventory and update existing product information
- Organise and track product imagery across Google Drive, Canva, Shopify and Cin7
- Regularly audit the website to identify areas of improvement
- Review product presentation regularly for accuracy in categorisation, imagery, copy, pricing, and promotional offers
- Assist in planning and executing product and lifestyle photoshoots
- Prepare product data for new purchase orders using COG spreadsheets
E-commerce Operations
- Manage upsells, cross-promotions, and product bundles
- Add copy from the copywriter to Shopify and ensure timely uploads
- Assist with app integrations and suggest tools that improve user experience
- Create and manage products in apps like Okendo, Platmart and Tolstoy
- Support broader website projects, such as redesigns or new feature integrationsHandle general administrative duties to support the e-commerce team
To apply for the role, please email your resume, cover letter and portfolio to
careers@elaandearth.com.au
