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  • pbourke2

eCommerce Customer Service coordinator - Melbourne

MAAP produces world class cycling apparel, engineered to excel in all conditions, at all levels of the sport. By mastering aesthetic and technical detail MAAP strikes its own precise balance to enhance performance, style, durability and fit. MAAP has an unwavering commitment to providing exceptional customer service to current, new and potential customers throughout the entire company. About the role Have a passion for cycling? MAAP is expanding its customer service team, and we’re looking for an eCommerce Customer Service Coordinator with a genuine passion for cycling and cycling apparel. You will be an integral part of the Customer Service Team, under the guidance of our Customer Service Manager, you will responsible for delivering on customer service activities that support the sale of MAAP merchandise direct to online and retail customers and our wholesale retailers.

Though every day is different, your role will look like a mixture of the below:

Customer Services & Personalised Customer Experiences:

  • Contact Channels: Be active in multiple contact channels (social, live chat, phone, email) and identify opportunities to enhance customer services.

  • Services: Effect the end-to-end customer enquiry and resolution process across warranties, returns, product information requests, order changes/ cancellations, crash replacement warranties, stock requests etc.

  • Brand Experience: Deliver consistent brand experience and tone of voice across all customer communications.

  • Personalised Service: Delivery of a customised customer service experience for both B2B and B2C customers, supporting the eCommerce, retail and wholesale channels.

  • Internal Collaboration: Work closely with the Sales, Operations and eComm departments to ensure that orders are processed, customer queries are actioned and customer experience is maximised.


  • Culture: Champion, and lead by example, the vision, values, principles and practices of promoting a productive, creative and inclusive organisation culture.

  • High Performance: Participate in a high performance team culture, providing exceptional service and experiences to every customer, however they choose to get in contact.

  • Training & Development: Participate in training programs to ensure all team members have customer service, software and internal process knowledge.

A few things that you’ve likely done in previous and current roles:

  • Customer service experience in an eCommerce or Retail environment is essential

  • 2 years of experience working for, or with FMCG organisations, Apparel, Consumer Goods, Retail or e-Commerce

  • Zendesk and E-Commerce platform (Shopify Plus) experience highly regarded

  • A sound understanding of supply chain operations, particularly manufacturing and warehousing operations and the challenges that may arise in that environment

  • Demonstrates superior oral and written communication skills in English, second language knowledge is a bonus

  • Demonstrates the ability to successfully participate in an inclusive, team focussed and accountable workplace

  • Must have an intimate knowledge of cycling culture and cycling apparel and accessory products

If you have had at least 2 years of experience in retail, customer service, e-commerce or sales admin support role and are energised by a fast-paced and dynamic work environment, we’d like to hear from you.

Location: The position is principally based at MAAP HQ in Port Melbourne, with a remote working agreement based on a monthly schedule. However, the position may also be required to service stakeholders at other locations globally as part of its employment responsibilities and duties.

Departments: Customer Service

Position Scope: The key purpose of this role is to be an integral part of the Customer Service Team and customer service activities that support the sale of MAAP merchandise through the management of customer service operations and processes within the technical systems.

The overall expectation for this role is to assist in the delivery of MAAP’s best in class service and brand experience by servicing customers through a variety of online and offline channels aiming for world-class customer service outcomes.

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