ECommerce Operations Administrator

Spotlight Retail Group (SRG) – eCommerce Operations Administrator

Acting as the operational nerve centre of our online business, you will bridge the gap between our physical stores, Customer Care team, Distribution Centre, and third‑party logistics partners. You’ll own the daily operations of our ticketing system, troubleshoot real‑time order issues, and ensure our customers receive their orders on time, every time.

• Job no: 519368
• Work type: Full time
• Location: VIC - Metro
• Categories: e-Commerce

• Iconic Australian owned & operated global retail business
• Work Type: Full Time (5‑day week, includes a 1-in‑3 weekend rotation)
• Hybrid Role in a vibrant team culture where we embrace pace and new ideas

• Own & Triage: Manage ZD queues, ensuring tickets from stores, Customer Care, and internal stakeholders are actioned swiftly.
• SLA Performance: Monitor response and resolution times to hit key targets.
• Continuous Improvement: Identify recurring themes, optimise Zendesk workflows (macros, views), and handle fraud monitoring tickets.

• Store Support: Provide real‑time phone support to troubleshoot fulfilment issues and train store teams in the moment.
• Logistics Liaison: Monitor order routing, investigate system glitches, and partner with couriers to resolve delayed, incomplete, or lost shipments.
• Financial Guardrails: Monitor freight charges across hub stores to identify and address cost inconsistencies.

• Chargebacks & Disputes: Take charge of responding to financial chargebacks efficiently.
• System Accuracy: Adhere to system‑based processes, quickly resolve or elevate order errors, and support 3rd‑party partnerships (including drop‑ship vendors).

You are a self‑starter who looks at an operational bottleneck and sees a creative puzzle to solve.

• The Basics: Experience working within a fast‑paced retail or e‑Commerce environment.
• The Tech: Demonstrated experience managing a ticketing system (Zendesk strongly preferred) and proficiency in Office 365.
• The Communicator: Exceptional verbal and written skills, with the confidence to manage stakeholder relationships across multiple business arms.
• The Mindset: Highly organised, proactive, capable of meeting tight deadlines, and customer‑centric.
• Availability: Willing to work flexible hours when deadlines demand, and available for a 1-in‑3 weekend rotation (Saturday & Sunday) as part of your 5‑day week.

• Financial Rewards: Enjoy a competitive salary combined with a significant profit share component.
• Work‑Life Balance: Generous hybrid working model from our centrally located South Melbourne office, close to the market.
• Unbeatable Discounts: Access incredible team member discounts across all our iconic brands (Spotlight, Anaconda, Harris Scarfe, and Mountain Designs).
• Impact & Exposure: Direct exposure to key senior stakeholders in one of Australia’s largest retailers, allowing you to influence high‑level strategy.
• Growth Culture: A dynamic environment that rewards initiative, creativity, and career development opportunities.
• Extra Benefits: Access to an Employee Assistance Programme (EAP) and gym membership discounts.