Customer Service Coordinator

Date: 07/05/25

Department: Marketing & eCom

Reports to: Marketing & eCom Manager

Direct Reports: None

Works With: All Departments

Who We Are

Founded by surfboard shaping icon Bob McTavish in 1962, McTavish is a surfing lifestyle brand from Byron Bay, Australia. Alongside our iconic boards, we offer timeless apparel and accessories — all made to inspire more time in the water, and bring that energy onto land.

Who We Are After

We’re after a Customer Service Coordinator who brings passion for surf and fashion and delivers exceptional service across every customer touchpoint — from socials to emails, retail to wholesale. You’ll keep customers stoked and help grow brand loyalty.

The Specifics

Naturally outgoing and customer-focused
Optimistic, solutions-focused, and action-oriented
Clear and engaging communicator
Relevant customer service experience
Passion for the surfing lifestyle

Responsibilities

Socials, Email & Website Engagement

Respond to customer enquiries and comments (via Gorgias)
Work cross-functionally to resolve questions
Use positive brand-aligned language in communication

Retail & eCommerce After-Sales Support

Resolve delivery, product, or service issues
Update surfboard customers on order progress
Collaborate with retail for a seamless omni-channel experience

Wholesale Customer Support

Handle wholesale enquiries and support
Manage Brandscope portal presence
Provide sales and service assistance to reps and trade partners

Loyalty Program

Oversee onboarding of new members
Support loyalty activities with Marketing
Monitor and report on program response

Reporting

Provide monthly service issue reports
Share insights and suggestions for improvement

Perks

Help shape the future of an iconic Australian surf brand
Ongoing learning and development opportunities
Annual McTavish credit (apparel & hardgoods)
Sample sale access and partner brand discounts
Based in Byron Bay

To apply please email a cover letter and your resume to work@mctavish.com.au.