Warehouse & Customer Service Coordinator

Full-Time, Monday–Friday | In-Studio, Burleigh Heads | Applications close Monday 16th of March

This is not your standard desk-based role. You will oversee and actively participate in the complete YCL customer journey, acting as the key touchpoint across all customer communications (email, phone, social DMs, website chat and in-store enquiries), online orders, fulfilment accuracy, returns management, and in-store experiences at our Burleigh Boutique, including our Eternal Permanent Jewellery, Charm Bar and Engraving services.

From the moment a customer reaches out or places an order to the moment they receive (and wear) their piece, you ensure every interaction reflects our brand and commitment to excellence. If you're seeking a dynamic role that allows you to contribute across all facets of a customer-centric business, this is your opportunity.

About the Role: Working full-time in-house from our Burleigh Heads studio, you will:

• Manage and respond to all customer communications across email, phone, social DMs and website chat
• Deliver exceptional in-store customer service at our Burleigh Boutique
• Monitor, manage and pick and pack all orders with precision and care
• 1-2 years of warehouse or fulfillment experience is required for accurate order processing and inventory management
• Process orders for shipment (Shopify & StarShipit)
• Manage returns and exchanges
• Manage faulty product
• Assist with incoming stock preparation
• Facilitate in-store services including Permanent Jewellery, Charm Bar and Engraving
• Support general studio operations and maintenance
• Be cross-trained across studio functions to support operational flow

This role is ideal for someone who enjoys both customer interaction and hands-on operational work.

What Success Looks Like:

• Customer enquiries handled promptly, professionally and in line with brand tone
• Happy and supported customers
• Daily KPI targets achieved
• Orders dispatched accurately and on time
• Seamless in-store customer experiences
• A well-organised, efficient studio environment
• A calm, proactive presence within the team

About You

• Highly motivated and enjoy working autonomously
• Lives and breaths all things customer service
• 1-2 years of customer service experience is essential for this role
• Reliable, consistent and achievement-oriented
• A collaborative team player
• Exceptionally detail-focused
• Productive and solutions-focused
• Energised by a fast-paced environment
• Confident using Shopify and StarShipit
• 1+ years of hands-on Shopify experience is required for effective order management and e-commerce operations
• You take pride in delivering excellence, whether packing an order, engraving a piece, or assisting a boutique customer.

Why Join Us?

Team Culture: Purpose-led, people-first and grounded in kindness.

Perks & Benefits: Generous product allowance (yes, free jewellery), staff discounts, bonus structures and a role you can truly shape.

Direct Connection: Work closely with brand leadership and gain hands-on mentoring in real time.

Creative Collaboration: Your ideas are valued. We co-create across all areas, including customer experience.

Perks & Benefits: Generous product allowance (yes, free jewellery), staff discounts, and a role you can truly shape.

Words from our previous YCL Team members:

"I spent four incredible years at YCL as Senior Graphic Designer, and it was genuinely one of the most rewarding chapters of my career. YCL is a place where you are encouraged to create your dream role, explore different mediums, to build confidence, refine your creative eye, and think beyond the expected. The culture fosters creativity, collaboration, and growth, and the people are what truly make it special. I loved coming to work every day and would wholeheartedly recommend YCL to any creative looking for an inspiring, supportive, and genuinely enjoyable place to grow" - Emily, Senior Graphic Designer at
YCL

"With a strong desire to move into a Head Office role after finishing my degree, stepping into the Store Manager position at YCL Pacific Fair was the perfect transition. It wasn't your typical retail role, I worked closely with the HQ team, learned hands-on skills like welding permanent jewellery (so cool), and was trusted to bring YCL's retail experience to life. From day one, YCL has supported my growth; the team is tight-knit, and with just 11 of us, you gain exposure to every part of the business which is ideal for someone fresh out of study still finding their path" - Brianna, Customer Service and Warehouse Coordinator.

To Apply:

Please submit your resume along with a brief cover letter outlining why you are the right fit for this role. We receive a high volume of applications and genuinely value the time and care candidates put into applying. Please ensure your application is complete, thoroughly proofread, and that any portfolio or social links are working correctly (we recommend also including the raw URL within your cover letter). Attention to detail is essential in this position, and applications will be reviewed with this in mind. Due to the volume of applications received, only shortlisted candidates will be contacted.