**Job Title:** Online Account Support Manager
**Company:** Whole Foods Market
**Location:** Brisbane, Queensland, AU
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 6
**Job Summary:**
Whole Foods Market is seeking a dedicated and proactive Online Account Support Manager to join our team in Brisbane, Queensland. The ideal candidate will possess a strong background in account management within an online retail environment, particularly in the food industry. This role demands a confident and resilient individual who can successfully navigate challenges while providing exceptional support to our online customers.
**Responsibilities:**
1. **Account Management:**
- Serve as the primary point of contact for online customers, ensuring their inquiries and concerns are addressed promptly and effectively.
- Develop and maintain strong relationships with existing key accounts, understanding their needs and anticipating future demands.
- Monitor account health metrics, ensuring customer satisfaction and loyalty.
2. **Order Processing & Support:**
- Oversee the entire order process from initiation to fulfillment, ensuring that all orders are processed accurately and efficiently.
- Handle any issues related to order discrepancies, returns, and refunds, collaborating with the logistics and warehouse teams as needed.
3. **Cross-Functional Collaboration:**
- Work closely with marketing, product, and customer service teams to align strategies, share insights, and enhance customer experience.
- Assist the sales team in creating tailored solutions for clients based on their feedback and evolving needs.
4. **Customer Feedback & Reporting:**
- Collect and analyze customer feedback, trends, and behaviors to provide actionable insights to the management team.
- Prepare detailed reports on customer satisfaction levels, account performance, and areas for improvement.
5. **Training and Development:**
- Mentor junior team members and train staff on best practices in online account management and customer service standards.
- Contribute to continuous improvement initiatives related to online account management and customer support processes.
6. **Sustainability Initiatives:**
- Champion Whole Foods Market's commitment to sustainable practices by educating customers about our environmentally friendly products and practices.
- Stay informed about industry trends related to sustainability and contribute ideas to enhance our sustainability efforts online.
**Requirements:**
- **Education:** Bachelor's degree in Business, Marketing, or a related field.
- **Experience:** Minimum 6 years of experience in online account management or customer support roles within the e-commerce or retail sector, preferably in the food industry.
- **Technical Skills:** Proficiency in e-commerce platforms, CRM systems, and data analysis tools; strong ability to navigate online retail environments.
- **Personality Traits:**
- Confident: Possesses a strong sense of self-assurance in decision-making and communication.
- Resilient: Demonstrates the ability to recover quickly from challenges and maintain a positive outlook.
- **Soft Skills:**
- Exceptional Communication: Capable of articulating complex ideas clearly and effectively in both written and verbal forms.
- Emotional Intelligence: Demonstrated ability to understand and manage one's emotions and the emotions of others, leading to improved relationships and customer satisfaction.
**Benefits:**
- Company transportation for work-related travel.
- Visa sponsorship for eligible candidates.
- Relocation allowance for those moving to Brisbane for this position.
- Employee discounts on Whole Foods Market products.
- Opportunities for professional development and growth.
**Working Environment:**
Join a company that is deeply committed to environmental responsibility and sustainable practices. At Whole Foods Market, we believe in our purpose to nourish people and the planet, and we strive to foster a workplace culture that reflects these values. Our team is enthusiastic about promoting healthy eating and sustainable living and invites you to be part of this mission.
**Application Deadline:**
Interested candidates are encouraged to apply by **October 10, 2024**.
**Equal Opportunity Statement:**
Whole Foods Market is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
