Customer Operations & Supply Chain Executive

Location: melbourne
Salary: $85000 - $95000 per annum
Job Type: permanent
Contact: Tiernan O'Brien
About the company
Our client is a global leader in the toy and entertainment industry, backed by a major international parent company. With a diverse portfolio of globally recognised, licensed, and owned brands, the business has a strong reputation for bringing innovative, trend-driven products to market for consumers of all ages. Their product range spans toys, collectibles, costumes, homewares, and digital experiences, supported by a strong presence across major retail channels in Australia and globally. The business partners with some of the world’s most recognisable entertainment franchises and continues to experience strong growth across its ANZ operations.

Role Purpose
The Operations Executive sits at the centre of the Australian order-to-delivery function. This role owns end-to-end order management for key retail customers, working closely with the third-party logistics provider (3PL) to ensure on-time and in-full delivery outcomes.
Acting as the first point of escalation for customer service and transport-related issues, this role plays a critical part in maintaining service levels across major retailers including Woolworths, Big W, Kmart, Target, Toymate, Mr Toys, and a range of independent and specialty customers.
Key Responsibilities Order Management
  • Process EDI and manual orders in Sage, ensuring accuracy across pricing, minimum order value (MOV), stock availability, and delivery windows
  • Manage daily order bookings across major and independent retailers, prioritising based on ship dates and customer requirements
  • Proactively identify and resolve order exceptions before they impact fulfilment or delivery
  • Maintain full order integrity from purchase order receipt through to invoicing
3PL & Warehouse Coordination
  • Act as daily liaison with the 3PL provider across order volumes, dispatch scheduling, and issue resolution
  • Own daily transport tracking for key retailers, identifying and resolving delays prior to customer impact
  • Manage the end-to-end returns process, including authorisation, coordination, and warehouse receipt
  • Escalate recurring or complex issues to the Operations Manager with recommended solutions
Customer Service
  • Act as first point of escalation for retailer queries, claims, and service issues via Zendesk
  • Lead cross-functional investigations and resolution of customer issues across sales, supply chain, and operations
  • Coordinate retailer pickups with warehouse, transport providers, and sales representatives
  • Maintain a clear log of open issues and ensure timely closure
Transport Coordination
  • Liaise with third-party transport providers as required
  • Validate transport pricing, proof of delivery (POD), and claims in partnership with Finance
  • Monitor delivery performance and identify underperforming lanes or carriers
  • Manage return movements from transport partners back to warehouse
Reporting & Continuous Improvement
  • Maintain weekly operational reporting including DIFOT, fill rate, open orders, returns, and transport performance
  • Identify recurring issues and recommend process or system improvements
  • Support forecasting and shipment visibility processes in collaboration with Sales and Finance
Measures of Success
  • DIFOT performance against key retailer targets
  • Order accuracy rate
  • Customer query resolution time
  • Returns processing turnaround time
  • Reduction in repeat issues and claims
Skills & Experience
  • 3+ years’ experience in order management, customer service, or operations within consumer goods, FMCG, or toys
  • Proven experience processing EDI and manual orders for major Australian retailers (e.g. Woolworths, Coles, Kmart, Target, Big W or similar)
  • Strong Excel capability including pivot tables, XLOOKUP/VLOOKUP, SUMIFS, and data manipulation
  • Experience using ERP systems such as Sage, SAP, NetSuite or similar
  • Working knowledge of 3PL operations and transport coordination
  • Exposure to Zendesk or similar customer service platforms (preferred)
Key Attributes
  • Commercially minded, understands the link between service, margin, and customer experience
  • High attention to detail while maintaining pace in a fast-moving environment
  • Calm under pressure with a solutions-focused mindset
  • Strong communicator, confident engaging retailers and internal stakeholders
  • Proactive problem solver who takes ownership and drives outcomes
  • Collaborative team player with a strong sense of accountability
How to apply Click the APPLY button or contact Tiernan O’Brien at tiernano@sixdegreesexecutive.com.au for a confidential discussion.

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