Customer Experience & Operations Coordinator

Deliver best-in-class customer service across UMA’s eCommerce stores, managing customer enquiries including order updates, exchanges, refunds and returns

Proactively communicate with customers regarding inventory delays, release date changes and other order updates

Maintain and optimise customer service tools, templates and processes to improve response times and efficiency

Identify customer service trends and opportunities to continuously improve the fan experience

Work closely with Operations and Warehouse teams to monitor inventory, stock movements and order status

Support inventory and order management, including promotional orders, replenishment, reservations and stock buys

Maintain reporting and keep key eCommerce and label stakeholders informed of relevant inventory and shipment changes

Support product movement and configuration across eCommerce and warehouse systems

Work collaboratively with the operations and eCommerce teams to improve systems, processes and overall departmental efficiency

Provide general operational and administrative support across the eCommerce and Commercial teams as required

About You:

You are customer-focused, organised and have strong attention to detail. You enjoy solving problems, communicating clearly and finding ways to make the customer experience better, while being equally comfortable working behind the scenes with systems, orders, inventory and data.

You’re proactive, adaptable and able to juggle multiple priorities in a fast-paced environment. You’re comfortable working autonomously, enjoy collaborating with different teams and have a genuine interest in music and eCommerce.

You Will Bring:

1–2 years’ experience in a customer service role

Experience using CRM or customer service tools, with Digital Genius or Zendesk experience preferred

Familiarity with Shopify and the ability to quickly learn new systems and technologies

Experience working with spreadsheets and data

Exposure to eCommerce best practices, including merchandising, loyalty and customer retention programs and inventory management

Excellent communication and problem-solving skills, with a strong customer-first mindset

Strong organisational, time management and project management skills, with the ability to manage multiple priorities

Excellent attention to detail and the ability to work effectively both autonomously and collaboratively

A proactive, agile approach and a genuine interest in music

Career opportunities – unique and rare opportunity to elevate your career in a supportive, motivated and ambitious team

The opportunity to join the WORLDS leading music company

All the perks of working within the music industry (did someone say live music?)

X 2 ‘U-Days’ per calendar year to spend however you like!

Strengths based learning and development opportunities

Much more....!

Our Culture:

We’re an entrepreneurial, global organisation where authenticity, boldness, creativity, connection, drive, and insight aren’t just values; they’re how we work every day. Collaboration sits at our core, and we draw strength from diverse perspectives and meaningful relationships, knowing that what we achieve together is greater than what we can do alone.

We encourage everyone to show up as their true self, bringing something real to the work we do. We also approach every challenge with curiosity and imagination, always asking “what if?” and finding new, unexpected ways forward.

If that sounds like you, you’ll fit right in.

You can learn more about our values and what we stand for here.

Disclaimer

The company presents this job description as a guide to the major areas and duties for which the jobholder is accountable. However, the business operates in an environment that demands change and the jobholder’s specific responsibilities and activities will vary and develop. Therefore, the job description should be seen as indicative and not as a permanent, definitive and exhaustive statement.

Diversity & Inclusion

At Universal Music we are committed to fostering diversity and inclusivity as an equal opportunity employer. We encourage applicants from all backgrounds to apply for our roles regardless of their gender, race, ethnicity, nationality, age, sexual orientation, gender identity, intersex status, marital or family status, neurodiversity, religion or belief, disabilities, or socio-economic background. We also encourage people from all cultural backgrounds to apply, including First Nations people. It is through our diversity and inclusivity that we bring together different perspectives, enhancing our creative and evolving workplace. Music is Universal.

Customer Service