Order Management Specialist (AU)

Founded in Singapore in 2013, Castlery is a digital-first furniture lifestyle brand delivering to 54 metropolitan areas across the United States, Australia, and Singapore. Our mission is to create quality and beautiful furniture pieces and empower every customer to create an inspiring space. A space in which they can thrive and be their best self.

If making an impact gives you a reason to roll out of bed in the mornings, come join us!

Please note that this is a remote job.

What you'll be doing

• Handles order-related processes such as reconciliation of sales orders, preferably on a daily basis, if required.
• Supports and works with inter-departments like Customer Experience, Sales, Operations and Accounting team to ensure proper flow of the Fulfilment Request Process and Refund.
• Attend to all internal communications via systems regarding customer payments, disputes, cancellations and processing all returns, as well as addressing refund-related enquiries.
• Proactively and promptly manages the completion of refunds as well as change order requests.
• Updates customer details which include billing/delivery/email addresses/contact numbers and resending amended invoices & order confirmations.
• Prompt amendment of the SOP to address changes to daily processes and ensure global standardization across the department/market.
• Responsible for validating and processing customer orders from the time of receipt of the order to its closure & billing.
• Proactively participate in both system and process improvement initiatives that are launched at interval periods.
• Perform any other ad hoc duties as assigned.
  
  

What you'll need

• Minimally 1 year of relevant working experience in the related field is required for this position.
• Bachelor's Degree in Logistics or Supply Chain graduates with no prior experience are welcome to apply as well.
• Fluent English with excellent communication skills, both written and verbal.
• Proficient in Microsoft Office and Excel.
• Knowledge of ERP and e-commerce background is a plus.
• Ability to empathize with and prioritize customers' needs.
• Ability to determine customer needs and provide appropriate solutions, setting expectations with customers.
• Independent and self-driven with problem-solving skills.
• Willing to learn and a team player.
• Candidates based outside of Johor Bahru are welcome to apply, too.
  
  

What we promise:

Our first promise - the ride of a lifetime

You will be joining the company in its most exciting phase, where we have proven our product market fit. With the growing online penetration of furniture, we will scale from 1 to 100. You will witness the rapid scaling of our customers and organization.

The second promise - a good place to work

We are building a company that puts people as the company's core strategy for success. It's our mandate to make every employee perform to their highest potential so that they can do the very best work of their lives here, in Castlery.

We deeply value the employee's growth, ensuring a good onboarding experience, building career development, clarity on the company strategy and everyone's contribution to the bigger picture.

Create a supportive, transparent and flexible work environment to enable our people to be highly productive and creative.

Design and provide effective technical, managerial, culture and leadership training programs to help our people learn and grow.