Customer Success Specialist

Brief DescriptionWe’re on the hunt for a full-time Customer Success Specialist to join our team! If you’re passionate about helping people, love problem-solving, and thrive on creating unforgettable customer experiences - this role’s for you!LIFE AT NUTRITION WAREHOUSEWe are Nutrition Warehouse - Australia’s leading and largest health and sports supplement retailer, inspiring you to be BUILT FOR LIFE! We have over 120 stores nationwide and guess what? We aren't slowing down.At NW, we live by our five core values: Deliver WOW, Enjoy the Journey, Stronger Everyday, Together We Grow, and Give a Sh!t. We are committed to exceeding expectations, fostering continuous growth, building a supportive community, and caring deeply about the well-being of our customers. If you're passionate about these values and dedicated to making a positive impact, join us in our mission to inspiring 2 million people to be built for life by 2033!THE ROLEThe Customer Success Specialist supports the business with timely and professional responses to customer enquiries across all platforms, assisting customers with complaints and questions, giving customers information about products and services, taking orders, and processing click and collect, staff purchases and same day orders as well as returns.Key ResponsibilitiesDeliver empathetic, accurate, and timely customer service via Gorgias, live chat, email, and social media.Manage basic returns, exchanges, and order tracking through Shopify.Maintain detailed records of customer interactions and support continuous feedback loops.Keep AI responses, macros, and workflows up to date to ensure helpful and accurate support.Stay informed on product knowledge and promotions to assist customers effectively.Collaborate with Ecommerce and Development teams to improve user experience and streamline processes.Confidently use tools like Shopify, Gorgias, Brauz IQ, and Retail Express to support customer service operations.Proactively identify issues, solve problems, and suggest automation or process improvements.About YouStrong understanding of customer service principles, with excellent written and verbal communication, negotiation, and influencing skills. Proven ability to build relationships with customers and stakeholders at all levels.Previous experience in customer-facing or eCommerce support roles preferred. Familiarity with platforms like Shopify, POS systems, Gorgias, and other customer engagement tools is highly desirable.Highly analytical with strong attention to detail. Skilled in troubleshooting, multi-tasking, and handling shifting priorities in a fast-paced environment.Proactive, solutions-focused, and results-driven with a continuous improvement mindset.The BenefitsBy becoming part of the Nutrition Warehouse team, you’ll gain access to an exciting range of benefits including:Competitive salary and benefits packageSupport office FLEX - working arrangements to support your work-life balanceTraining and development opportunities to make gains in your careerHuge discounts on ALL products | EHP Labs, Anabolix, ATP Science, X50, JS Health and more!Access to the latest industry innovations – be at the forefront of sports nutrition science.Discounts on private health insurance, gym memberships and your favourite fitness apparel!Paid primary and secondary parental leaveDitch the suit and tie - wear your activewear to work!If this sounds like the right opportunity for you, run don’t walk! Apply Now!