Customer Support Assistant

Title: Customer Support Assistant

Employing Entity: Toys”R”Us  ANZ Pty Ltd

Team: Toys”R”Us

Key contacts/stakeholders

Internal:

• General Manager
• Operations
• Buyers
• Marketing
• Web Dev
• DC/Warehouse
• BI (Business Intelligence)
• Finance

External:

• End users/consumers
• Directed Marketing Team
• Suppliers
• Gift Card Providers
• Logistics & dropship partners

Get to know the team.

The Customer Support team is critical in ensuring Toys“R”Us ANZ delivers a seamless and trusted customer experience across all online stores and related marketplace channels. This team manages every step of the post-purchase journey, from system accuracy through to customer enquiries, returns, refunds, warranties, and gift card management.

Working closely with the Customer Support Assistant and Directed Group Customer Service Teams, Merchandising, Finance, and Warehouse operations, the role ensures that every enquiry is handled promptly, and every customer interaction reflects the care and reliability that Toys“R”Us brands are known for.

Toys’R’Us ANZ is now under new management and poised for growth as part of the Directed Group of companies. Led by the General Manager, the role focuses on maintaining high service standards, improving response times, and streamlining order and refund workflows, ensuring every customer interaction reinforces trust in Toys“R”Us brands across ANZ.

Role objective and areas of focus.

The Customer Support Assistant is responsible for assisting with the daily coordination of customer service administration across the Toys“R”Us group. This includes managing inbound enquiries from own brand sites and marketplaces, refunds, returns, warranties, and data flow between Shopify, SAP, and WMS systems.

The role also works in gift card management via Prezzee, and drop ship order coordination.

The Customer Support Assistant will be responsible for these core areas of focus:  
 

Key responsibilities

Some of the responsibilities of the Customer Support Assistant will include but are not limited to:

Customer Service & Resolution

• Manage customer enquiries across Gorgias and other channels for Toys“R”Us, Babies“R”Us, Riot Art & Craft, Hobby Warehouse, B2B and Marketplaces
• Investigate and resolve order issues, delivery delays, refund requests, and warranty claims within agreed timeframes.
• Provide timely, accurate, empathetic, and brand-aligned responses to customer concerns to ensure a positive experience.
• Track recurring issues and escalate system or supplier-related problems to relevant teams for resolution.
• Maintain clear communication records and ensure prompt customer follow-ups.

Order & Systems Administration

• Assist with the daily flow of orders between Shopify, SAP, and the Warehouse Management System (WMS), ensuring data accuracy.
• Identify and correct data mismatches or unallocated stock in coordination with the DC and Finance teams.
• Assist Finance with invoice requests, payment tracking, and reconciliation of customer orders.
• Support integration updates or process improvements between Shopify, WMS, SAP and other operational systems.

Fulfilment & Logistics Coordination

• Liaise with warehouse and 3PL teams to ensure timely resolution of order fulfilment issues.
• Monitor daily order status reports and proactively flag potential delays or supply chain bottlenecks.
• Work with suppliers and dropship partners to track orders, confirm fulfilment, and resolve exceptions.

Data, Reporting & Continuous Improvement

• Produce regular reports on customer service metrics, order accuracy, and refund turnaround.
• Identify recurring issues or bottlenecks and recommend process improvements to enhance efficiency and customer satisfaction.
• Maintain accurate databases and logs for tickets, returns, and communications across systems.
• Assist in documenting SOPs and updating internal workflows as new tools and processes are implemented.
• Maintain Gorgias AI knowledgebase for improved automated responses

How success is defined

Success in the Customer Support Assistant role is defined by:

• Customer service response and resolution times meet or exceed targets.
• Order accuracy and fulfilment turnaround improve across Shopify and WMS.
• Customer satisfaction and refund handling metrics show consistent improvement.
• Drop ship processes run efficiently with minimal errors.
• Internal teams (Finance, Warehouse, Marketing) report improved workflow efficiency.
• AI knowledge bases are routinely updated to drive constant improvement

The role in action

A typical day

• Review new customer enquiries and support tickets in Gorgias, prioritising refunds, returns, and warranty claims.
• Check order flow between Shopify, SAP, and WMS to ensure all transactions and inventory syncs are accurate.
• Respond to refund and order adjustment requests, liaising with Finance and Warehouse for resolution.
• Monitor dropship orders and contact suppliers regarding delayed or missing shipments.
• Process gift card requests and replacements.
• Update customer records and internal logs to reflect completed resolutions and escalations.
• Communicate daily with warehouse and web teams to resolve order discrepancies and delivery issues.
• Prepare daily summary notes on open tickets, urgent issues, and resolution progress for management.
• Update Gorgias AI knowledge base on repeat enquiry data

A typical week

• Analyse weekly service metrics including response times, resolution rates, and refund volumes.
• Review unallocated stock, cancelled orders, and system mismatches with the DC and Finance teams.
• Meet with warehouse and dropship partners to discuss order performance and issue trends.
• Coordinate system clean-ups and order reconciliation between Shopify, SAP, and WMS.
• Work with Marketing on communication templates or customer updates for active promotions and events.
• Assist in identifying recurring customer concerns and proposing process improvements.
• Review product feedback from customer queries to flag quality or listing issues to the Buying team.
• Attend cross-functional meetings with Merchandising, Finance, Marketing, and Operations to align on upcoming activity.
• Update SOPs or internal trackers to reflect any procedural changes.

A typical month

• Prepare and present monthly service performance summaries, including response metrics and refund turnaround times.
• Meet with Operations and Finance to review order integrity, chargebacks, and customer credit trends.
• Coordinate with the warehouse to audit returns, replacements, and damaged goods logs.
• Conduct system checks to verify data alignment between Shopify, SAP, and WMS.
• Work with Marketing to plan and test customer communication flows for major campaigns or peak periods.
• Assist leadership with documentation or reporting for compliance and audit requirements.
• Identify training needs or process gaps and propose improvement actions to management.
• Support ad hoc projects linked to customer experience, workflow automation, or system enhancements.

Growth Opportunities

Growth opportunities for a Customer Support Assistant can be varied. Including, but not limited to:

• Customer Service Manager
• Assistant Buyer
• Digital Marketing Assistant

Skills, interest, and experience required to succeed

A successful Customer Support Assistant will demonstrate:

Career Experience

• Experience in customer service, retail operations, or eCommerce administration.
• Proficiency with Shopify, Gorgias, and related order management tools.
• Understanding of SAP and warehouse management systems (WMS).
• Experience managing refunds, warranties, and returns processes.
• Previous exposure to dropship environments.
• High attention to detail and process consistency.

Technical Skills

• Proficiency in Microsoft Office (Outlook, Word, Excel).
• Familiarity with CRM, ticketing, or helpdesk systems (e.g. Gorgias, Zendesk).
• Understanding of SAP or equivalent ERP/accounting systems.
• Understanding of Shopify back-end and order flow processes.
• Understanding of AI systems (Claude, ChatGPT)

Behaviours

• Self-starter with strong initiative and urgency.
• A proactive and collaborative mindset, supporting and empowering internal teams.  
• Ability to multi-task, prioritise, manage time and delegate effectively.
• Solid communication, interpersonal and organisational skills.
• Detail-oriented and execution focused.
• Flexible, trustworthy, and reliable.

Motivation and interests

• Delivering outstanding customer experiences and service outcomes.
• Continuous improvement of processes and systems.
• Supporting team success and operational excellence.
• Contributing to the growth and reputation of the Toys“R”Us brand.

Join the A-Team and experience the A-Life!