Customer Experience and Fulfilment Manager

At Butterboy, we’re not just baking cookies—we’re creating a sensory experience that delights taste buds and sparks joy! Known for our innovative, flavour-pushing cookies, we’re on a mission to redefine what a cookie can be. Whether we’re selling directly to our loyal customers or wholesaling to cafes and stores around Sydney, we’re all about making every bite unforgettable.

But it’s not just our cookies that make us special—it’s our team. We’re a fun, passionate crew who love what we do, and we’re looking for a like-minded Customer Experience and Fulfilment Manager to join our fast-growing wholesale operation.

The Role

As the Customer Experience and Fulfilment Manager, you will play a pivotal role in enhancing customer satisfaction and ensuring seamless service delivery across Butterboy. Based in Manly, New South Wales, this permanent full-time position requires a mid-senior level professional who is passionate about creating exceptional customer experiences and optimising fulfilment processes. Your expertise will directly contribute to our commitment to excellence and customer loyalty.

Responsibilities:

Responsibilities of this role include:

• Develop and implement strategies to enhance customer experience across all touchpoints, ensuring alignment with brand values.
• Oversee the fulfilment process to ensure timely and accurate delivery of services and products.
• Lead and coach the customer service team to collaborate with various departments, streamlining operations and improving service quality.
• Support accurate tracking and oversight of inventory related to packaging, fulfilment, and dispatch.
• Analyse performance metrics to identify areas for improvement and drive operational efficiency

• Lead the Customer Service team to deliver consistent, timely, and high-quality support across all customer communication channels, including NetSuite CRM/ERP, email, phone, Instagram, and Ordermentum.

Qualifications:

• Bachelor’s degree in Logistics, Business Administration, or a related field; or equivalent practical experience.
• Proven experience (3+ years) in Customer Service Management, Logistics and Fulfilment, preferably in the food or fast-moving consumer goods (FMCG) industries.
• Strong knowledge of warehouse management systems (WMS), inventory software, and logistics tracking tools. (NetSuite & OrderMentum preferred)
• Valid driver’s license (Class C or higher) and forklift certification (a plus)
• Experience with OrderMentum is highly desirable.