Order Management & Customer Experience Specialist

About Soleil Collective

Backed by Gauge Capital, Soleil Collective is building a portfolio of high-growth brands at the forefront of sunless tan, suncare, and body care. We're a lean, ambitious team that combines the energy of a startup with the scale of brands that genuinely move culture in the beauty space. We bring together sales, marketing, operations, and strategic expertise to accelerate growth and build brands people are obsessed with — and we're just getting started.

Loving Tan is the category leader in prestige self-tanning, known for delivering the most natural-looking tan on the market. Proudly made on Australia's Gold Coast, Loving Tan's professional-quality, natural olive formula has earned a devoted following among A-listers, creators, and beauty lovers around the world.

Coco & Eve’s story starts in Bali, among the island’s volcanic beaches and lush rainforests. The brand allows you to glow up like you just returned from a trip to paradise with our sun-kissed, skin-loving tan products and deliciously scented, efficacious haircare — all formulated with the best tropical Balinese ingredients.

Saltyface is redefining self-tan through a skincare-first lens. Known for its award-winning, viral Tanning Water, the brand has built a loyal following with its intentionally subtle, buildable approach that integrates effortlessly into a daily skincare routine, delivering natural-looking color over time. Grounded in a clean, skin-first philosophy recognized by the Credo Clean Standard and goop, Saltyface rounds out the portfolio with formulas that promote healthy-looking skin through consistent, low-maintenance rituals rather than dramatic transformations.

Role Overview

Working Arrangement: Hybrid — 2 days per week in-office

The Order Management & Customer Experience Specialist will take end-to-end ownership of order processing, customer account management, chargebacks, and customer service delivery across a portfolio of major global retail accounts. This is a key role within our retail team, responsible for managing the day-to-day operational relationship with some of our most important retail customers and ensuring their orders and accounts are managed accurately, efficiently, and seamlessly.

Acting as the central link between our retail customers, internal teams, and warehouse partners, this role will oversee the full order lifecycle from order entry and processing through to fulfilment, delivery, issue resolution, and ongoing account support. The successful candidate will be accountable for delivering a high level of service to these strategic global retailers while ensuring their operational requirements are consistently met.

Key Responsibilities

What You’ll Own

• Keep orders moving: Process and oversee orders coming through EDI, web portals and email, making sure every order meets the specific requirements of our global retail partners.
• Own the journey: Take charge of the entire order lifecycle from the moment an order lands through to dispatch, delivery and returns.
• Stay one step ahead: Keep a close eye on order flow, spotting potential issues early and jumping in before they become SLA or customer problems.
• Keep the inbox under control: Make sure emails, requests and customer queries are actioned within agreed SLA’s
• Juggle like a pro: Balance a high volume of orders, queries and competing priorities while keeping service levels high and customers happy.
• Be the problem solver: Take ownership of order and customer service issues, getting to the bottom of what’s gone wrong and finding a solution quickly.
• Look beyond the quick fix: Spot recurring issues, dig into the root cause and work with the wider team to make sure the same problems don’t keep coming back.
• Take charge of chargebacks: Own the full chargeback journey for your accounts/region from receiving a dispute through to investigation, response and resolution.
• Build the case: Investigate why chargebacks happen and pull together the right evidence and documentation to give us the strongest possible chance of successfully disputing claims.
• Spot the patterns: Track chargeback outcomes, identify recurring trends and turn those insights into smarter processes and fewer issues across our order management operation.

What We're Looking For

• You know your way around orders: You have solid experience across the end-to-end order lifecycle, including order processing, receipting, fulfilment and returns.
• You’re organised and calm under pressure: You can juggle multiple priorities, manage high volumes and keep things moving without letting the details slip.
• You’re a natural communicator: You’re confident dealing with customers, suppliers, warehouses and internal teams, and know how to build great working relationships.
• You take ownership: When something goes wrong, you don’t wait for someone else to fix it. You get curious, find the root cause and see the problem through to resolution.
• You’re customer obsessed: You genuinely care about delivering a great experience and understand that getting the small things right can make a big difference.
• You’re detail-driven: You spot discrepancies, follow processes and have a sharp eye for the details that keep orders and accounts running smoothly.
• You’re systems savvy: You’re comfortable working across ERP and order management systems, as well as MS Office. Experience with NetSuite is a bonus, but definitely not essential.
• You’re a problem solver: You enjoy figuring things out, investigating issues and finding better ways of doing things rather than simply following the status quo.
• You bring relevant experience: Experience in order management, customer service, supply chain, wholesale, retail or a similar fast-paced environment would be highly valued.
• You’re proactive and curious: You don’t just tick boxes — you look for patterns, spot opportunities to improve and aren’t afraid to ask, “Is there a better way we could do this?”

Requirements

You’ll be working across a range of systems to keep orders, customer accounts and retail operations running smoothly. We’re looking for someone who is comfortable learning and navigating different platforms, including:

• ERP / Order Management: NetSuite experience is desirable, but not essential
• EDI & Retail Portals: Experience working with EDI and customer/vendor portals is a strong plus
• Microsoft Office: Confident using Outlook, Excel and other everyday Office tools
• Customer & Account Systems: Experience working with CRM, customer account or case management platforms is advantageous
• Data & Reporting: Comfortable working with order data, reports and spreadsheets to spot issues and trends
• Systems mindset: Tech-savvy, curious and quick to learn new systems and tools

Nice-to-Have Experience

• Experience managing chargebacks and retailer disputes.
• Experience with EDI order processing.
• Experience with NetSuite or another ERP/order management platform.
• Experience in a fast-growth or global retail environment.
• Experience working across multiple international markets or global retail accounts.

Why Join Us

We're at an exciting stage, growing fast, building smart, and this is a rare chance to get real, hands-on experience in beauty and retail, learning how major retail partners work, from the inside. You'll be working closely with the sales team, learning the business from the ground up, the details, the behind-the-scenes work that makes retail relationships run. It's not always glamorous, but it's real, and it's the kind of foundation that sets you up for whatever comes next. That's either exciting or terrifying, and if it's the former, let’s talk.