Dogs, cats, budgies and everything in between - pets deserve the world. They make us want to be better humans. That’s why we’ve made it our mission to build the most engaged and passionate community of pets and pet parents across the world. And we’re looking for talented team mates who can help us do it.
Founded in Sydney, our team of 500+ pet obsessives span Australia, New Zealand and the Philippines. We’ve scaled to become one of Australia's top five eComm companies and the no.1 online pet store. But we’re just getting started. Like a whippet who’s spotted their mate across the dog park, our growth is only going to accelerate, as we continue to disrupt the way that pet parents shop.
Excitingly, the pet industry is booming (as in $15 billion kind of booming) and online pet retail is set to grow exponentially in the next five years. So this is a unique career opportunity to be part of our epic growth story.
The Opportunity
Pet pharmacy is growing, and consumer habits are changing - Pet Circle will lead the way in revolutionising how pet parents access prescription medication for their pets. Our vision is to transform the market and make pet healthcare more accessible to all pet owners.
At Pet Circle Pharmacy we believe in doing things differently, with pets and their owners at the centre of every decision. We are committed to providing better choice, value and convenience - enabling pet parents to enhance their pets' quality of life even further.
This is an exciting opportunity to develop entrepreneurial skills and play a key role in scaling one of the only online pet pharmacies in Australia. In this role, you will be instrumental in shaping a unique purchase and delivery experience for pet medication, ensuring pet parents receive the guidance and support they need throughout their journey. If you’re passionate about innovation in pet healthcare and want to be part of a fast-growing, purpose-driven team, we’d love to hear from you!
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What you'll be doing- Manage our pharmacy customer service and operations team of 5-10 members to deliver a best-in-class customer experience.
- Manage team and SLAs for phone, chat and email interactions, ensuring timely and effective resolutions while exceeding customer expectations.
- Provide guidance and support resolving difficult customer interactions, making decisions with a customer-first mindset to build trust and loyalty.
- Conduct routine quality assurance reviews to ensure the team is well-equipped with the necessary tools, knowledge, and problem-solving skills
- Develop and refine customer service templates and standard operation procedures
- Serve as the Voice of the Customer, providing insights from customer interactions
- Supervise the operations team to ensure adherence to operational procedures while optimising resources and workforce allocation.
- Oversee order fulfillment (packing, labeling, and dispatching) for prescriptions dispensed and approved by the pharmacist, ensuring accuracy and efficiency.
- Manage workforce scheduling, aligning team rosters with order forecasts to maintain operational efficiency.
- Continuously update and improve standard operation procedures, implementing process enhancements to support a lean and scalable operation.
- Manage inventory, ensuring optimal stock levels, coordinating with suppliers, receiving stock, and overseeing stock reviews and counts.
- Resolve operational challenges, including delivery delays, damaged goods, or order discrepancies.
- Track and deliver key operational performance metrics, balancing productivity targets with customer satisfaction
- Foster a positive and engaging work environment, conducting performance meetings, ensuring access to necessary office supplies, and supporting overall team well-being.
The ideal toolbox- Experience in a fast-paced, results-driven environment where you managed the operations - ideally in customer service and/or supply chain and logistics
- Comfortable wearing many hats and the ability to quickly switch between overseeing performance, managing teams and stepping into operational tasks as required
- Fast learner and experience working with online systems (e.g. CRM, ticketing systems, order management software and/or delivery tracking systems)
- Quick and effective problem-solving skills to address issues related to delivery delays, damaged goods, and other logistical or customer challenges.
- Attention to detail to ensure accuracy in order processing and to optimise delivery routes and schedules.
- Growth mindset and a fast learner who makes things happen and is adaptable to change
Juicy perks- Heaps of development opportunities - stretch projects, focus groups & secondments
- Flexible working environment
- Up to 50% employee discount
- Product sample giveaways
- Pawrental leave and wellbeing leave
- Team charity volunteer days
- Classpass subsidy
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Role Location
This position is based onsite full-time at our pharmacy in Pemulwuy.
Why Join?
We reckon our mission to help the world Pet Better is an important one, but also an incredibly fun and rewarding one. Becoming a Pet Circler means you’re committed to help shape an entire industry - it’s pretty exciting stuff. Here’s what we stand for:
We’re better together
We operate with humble hearts and hungry minds
Pets matter; so pets and pet parents always have a seat at our table
We’re instinctively curious. Always
Belong at Pet Circle
Our unique perspectives and expertise is our superpower - we value diversity in all forms. So, no matter your background, please apply if this role makes you excited to bring your full self to work each day.