Customer & eCommerce Coordinator

About Auto One

We're not just a company—we're a community.

Auto One is a nationally recognised leader in auto parts and accessories aftermarket for retail and trade. With a robust network of independent franchises and company-owned stores across Australia, we support 80+ locations including A1 Auto Parts. At the Auto One group, we are genuine automotive enthusiasts with an unmatched passion for cars and the people who drive them. Here, your drive and passion will be matched by our commitment to your growth and success. Could this be the role for you?

What Sets Us Apart

• One team: an environment where everyone’s contributions are valued – we show up and support each other.

• Customer first: We go the extra mile. (pun intended) Our highly knowledgeable team, provide expert advice. This is what our customers know and expect of our brand.

• Care and integrity: We value authenticity, we find solutions and we seek input, with empathy and respect.

• A Can-Do Approach: At Auto One, we tackle challenges with enthusiasm and determination, creating endless opportunities to make a significant impact.

Job Overview

Are you someone who thrives at the intersection of digital operations and customer experience? Do you have a sharp eye for detail, a knack for solving problems, and a genuine drive to make things work better for customers and teams alike?

As our Customer & eCommerce Coordinator, you'll be the operational heartbeat of our digital channels and customer support function. From managing our product catalogue and online channel performance, to making sure every customer interaction is resolved with care and accuracy, this role keeps the digital experience running smoothly and exceeding expectations. You'll work closely with our Digital & eCommerce Manager, Loyalty team and broader Marketing team in a role that is equal parts customer champion and digital operator.

What You’ll Do

• Manage inbound customer enquiries across phone, email, chat, social media and online forms, providing prompt, accurate and helpful responses.

• Handle returns, refunds, exchanges and order management queries across our website, eBay and Amazon, keeping customers informed every step of the way.

• Upload and maintain product listings across all digital channels, ensuring descriptions, images, pricing and availability are always accurate and up to date.

• Monitor product feeds and channel performance, identifying and resolving errors and anomalies promptly.

• Support site audits, on-page SEO improvements and CRO initiatives alongside the Digital Manager.

• Manage AI agent escalations, flagging patterns and opportunities to improve automated support flows.

• Reconcile shipping invoices, coordinate with logistics providers, and maintain accurate records across all order and fulfilment activity.

• Work alongside the Loyalty team to ensure customer and store queries are handled consistently across all touchpoints.

What We’re Looking For

• 3+ years' experience in a digital operations, customer service or online retail support role.

• Experience managing customer enquiries and resolving issues across multiple channels.

• Hands-on experience with product catalogues or data management across digital platforms, attention to detail is a must.

• Comfortable working with platforms like Shopify (or similar), and familiarity with eBay and Amazon is a real advantage.

• Experience with ERP systems, Pronto experience is a bonus.

• A customer-first mindset with a proactive, solutions-oriented approach.

• Strong organisational skills and the ability to manage a varied, sometimes high-volume workload without losing accuracy.

• Retail and/or franchise experience is highly regarded.

Ready to join a team that genuinely loves what they do?

If you're passionate about delivering great digital and customer experiences and want to be part of a brand that puts people first, we'd love to hear from you. Apply now!