At Joseph Joseph, we are driven by a simple yet powerful belief — that intelligent design has the ability to transform everyday living. We create distinctive, thoughtfully engineered products that not only solve real-world problems but also bring joy, beauty, and functionality to daily life.

Headquartered in London, we have grown into one of the world’s most admired houseware brands, with a presence in over 100 countries and partnerships with leading department stores, independent retailers, and a rapidly expanding e-commerce business.

We are looking for a Customer Operations Specialist AU to join the Team in Sydney. Reporting to Customer Supply Chain Director based in the UK, this is a key operational analytical lead within the Customer Supply Chain function, responsible for end-to-end visibility, performance tracking, and continuous improvement across the order-to-cash process, with a focus on both domestic and export operations. This role provides actionable insights into customer service, inventory management, warehousing, transport performance, and export compliance. 

What You Will Be Doing

• Performance Reporting & Insights:

• Lead the development and continuous improvement of key operational reports:

• Daily Sales Report

• Order Progress Tracker

• Control Tower Report

• Availability and Allocation Report

• Warehouse & Transport KPI Dashboards

• Compliance & Chargeback Tracking Analyse service and operational trends to drive performance improvements across fulfilment, warehousing, and transport.

• Present insights and root cause analysis to internal and external stakeholders to drive alignment and issue resolution.

• Inventory & Warehouse Oversight:

• Monitor warehouse and transport activities, escalating and resolving issues proactively

• Analyses warehouse and transport processes and recommend any adjustment to improve service delivery and costs.

• Keep with Customer Supply Chain Executives informed about delivery challenges and revised timelines, offering solutions

• Create and maintain Customer SOPs for warehouse execution

• Own stock reconciliation processes across multiple locations, ensuring full alignment between internal ERP systems and external 3PL WMS platforms.

• Cost Control & Financial Analysis

• Deep dive into warehousing and transport invoices:

• Identify variances and unexpected charges

• Investigate and challenge discrepancies

• Coordinate resolution and alignment with 3PLs and Finance

• Lead the preparation of monthly cost-to-serve reports across channels (Retail, B2C, D2C), highlighting trends and areas of concern.

• Stakeholder Engagement & Continuous Improvement

• Represent the Customer Supply Chain function in:

• Monthly KPI and performance reviews

• Customer service level and compliance meetings

• Cross-functional improvement projects and system enhancement discussions

• Act as a key point of contact for data requests and escalations across Sales, Customer Service, Finance, and Operations.

• Key Relationships:

• Customer Supply Chain Executives 

• Supply Planning & Logistics 

• Finance & Commercial Teams 

• 3PL Warehouse and Transport Providers 

• IT / ERP Support 

• Key Customer Operations Contacts 

What we need from you:

• 5+ years in customer-facing supply chain, logistics, or operations analysis roles, ideally in FMCG or consumer goods.

• Demonstrated ability to interpret complex data sets and present clear, actionable insights to senior stakeholders.

• Strong Excel and data manipulation skills (pivot tables, formulas, dashboards); knowledge of Power BI or similar tools is a plus.

• Familiarity with warehouse management systems (WMS), transport management systems (TMS), and ERP platforms (e.g. SAP, Oracle, NetSuite).

• Solid understanding of inventory principles, fulfilment workflows, and third-party logistics operations.

• Experience handling customer compliance and chargeback reporting is desirable.

What you will get from us:

• Competitive salary plus super

• Holiday allowance

• Company performance related bonus

• An exclusive staff discount.

• Volunteer days.

• Holiday carry over scheme

• Flexible Hybrid remote working

• Extra holiday days for long service

• Refer a Friend scheme.

• Training and Development

• Team recognition scheme