Customer service is where I started, but my experience has grown far beyond answering tickets.
As a Customer Care & Logistics Team Leader at Supacore, an Australian e-commerce brand, I’ve gained hands-on experience across the full customer and order journey—from customer support and Shopify order management to fulfilment, 3PL coordination, logistics, and final delivery.
I lead and support a 5-person CS team while remaining hands-on, handling around 40–60 customer enquiries daily across email, live chat, and phone, with an average CSAT of 4.94/5. I also help monitor and coordinate 200–400+ active orders and shipments weekly across our Australian and US warehouse operations.
My work includes order fulfilment, shipment tracking, escalations, returns and exchanges, backorders, inventory monitoring, and resolving delivery or warehouse issues. I work directly with 3PLs, carriers, freight forwarders, factories, and suppliers to keep orders moving and customers informed.
On the logistics side, I coordinate inbound air and sea freight for AU and US warehouses—from factory dispatch and freight quotations through port arrival and final warehouse delivery.
I’m also involved in reporting and process improvement, using data and operational trackers to identify recurring issues and find better ways of working. My regular tools include Shopify, Gorgias, Excel, Google Sheets, Refundid, 3PL/WMS platforms, and carrier tracking systems.
I don’t believe good customer service ends when a ticket is closed. I like understanding what happened behind the order, solving the root problem, and helping prevent it from happening again.
I’m looking for a long-term opportunity where I can bring that mindset to Customer Experience, E-commerce Operations, Logistics, or Team Leadership.
Verified
