Order Experience and Fulfillment Specialist

About the role

As our Order Experience and Fulfilment Specialist, you'll be the day-to-day contact for our trade customers—retailers, distributors and agents. You'll handle their orders, answer their questions, resolve their queries, and make sure everything flows smoothly from the moment an order is placed to the moment it reaches their door. You'll also coordinate the international shipments that bring our product from our manufacturing partners into the workspace. It's a role built on care, accuracy and the small daily wins that keep our trade customers happy and our supply chain moving.

Key responsibilities

• Process trade orders accurately and keep customers informed on availability, delivery and any changes.

• Handle retailer, distributor and agent enquiries directly, resolving queries yourself rather than passing them on.

• Coordinate saddle repairs, warranty claims and the saddle library, working with our repairer and our internal experts to keep everything moving.

• Coordinate inbound shipments from our manufacturing partners, managing freight bookings, customs documentation and delivery timelines.

• Support your teammates across the business—Growth Managers, Customer Experience colleagues, workspace and finance—with information, cover and everyday help.

• Back up consumer customer service when your teammates need a hand.

About you

• A background in customer service, order processing, sales support or a similar administrative role is helpful, but a great attitude and a genuine care for getting things right matters more.

• Familiarity with the horse industry or a genuine passion for animals is preferred.

• Excellent written and verbal communication.

• Strong attention to detail.

• Comfort using systems (we'll teach you ours).

• Confident on the phone and organised across email, orders and paperwork at the same time.

• Reliable, thoughtful and calm under pressure.

• Enjoy solving problems, take ownership of your work, and treat every customer as one you'd like to keep.

• Work well in a small team where everyone pitches in.

Benefits

• Competitive salary.

• Flexible Work Arrangements: Work remotely at least once a week for added convenience.

• Prime Location: Enjoy easy access to our central West Perth headquarters with free onsite parking.

• Wellness Benefits: Recharge with onsite showers, locker facilities, massages, and an active social club.

About us

Saddlery Brands International is the proud owner of three esteemed equestrian brands, each dedicated to enhancing the comfort of horses worldwide. With a legacy spanning 90 years, we specialise in crafting high-performance Bates saddles, comfortable and competitively priced Arena saddles, and easy-care lifestyle Wintec saddles. Our commitment to excellence has made us a trusted choice for riders of all levels, positively impacting over a million horses globally.