Customer Service Administrator

Thread Recruitment; Gosford; On-site; AUD 50,000 - 60,000; Full time

Benefits offered by this job

Steady Mon-Fri schedule

Permanent full-time role

Hands-on training

Job summary

Keane Ceramics is seeking a Customer Service Administrator to manage online orders from its West Gosford site. The role involves coordinating with retail and dispatch teams to keep orders moving and customers informed.

You will handle inquiries across inbox, phone and live chat, process orders, refunds and changes, and assist with shipping and stock questions while upholding company policies. A friendly, customer-focused approach is essential.

Qualifications

• 2+ years in customer service or sales administration.
• Experience across multiple systems.
• Familiarity with inventory or POS systems.
• Strong written communication and problem solving.

Responsibilities

• Manage the customer inbox, phones and live chat.
• Assist customers with online orders, shipping, stock availability and product questions, including suggesting alternatives.
• Process refunds, credits and order changes.
• Follow up freight issues, track missing parcels and arrange replacements.
• Apply Keane Ceramics policies fairly and consistently.
• Assist in shop or dispatch when needed.

Skills

2+ years in CS/sales admin

Multi-system proficiency

Inventory/POS familiarity

Attention to detail

Customer complaints handling

Shopify/Shippit experience

Tools

Cin7

Shopify

Shippit

Job description

Thread Recruitment is partnering with Keane Ceramics to find a Customer Service Administrator to manage web orders. Based on-site in West Gosford, this is primarily an office-based administration and online customer service role.

Keane supplies ceramics materials and equipment to artists, schools, studios and hobbyists across Australia. You’ll get to know the products, the customers and what it takes to get their orders out without a hitch.

If a tidy inbox, a solved parcel mystery and a heartfelt thank-you email make your day, you’ll love this one.

What You’ll Be Doing

You’ll manage the day-to-day online customer service admin, working with the retail and dispatch teams to keep orders moving and customers informed.

What that looks like:

• Managing the customer inbox, phones and live chat.
• Helping customers with online orders, shipping, stock availability and product questions, including suggesting alternatives.
• Processing refunds, credits and order changes.
• Following up freight issues, tracking missing parcels and organising replacements.
• Applying Keane’s customer policies fairly and consistently.
• Helping in the shop or dispatch when the team needs an extra pair of hands.

Who You Are

You enjoy helping people and taking the time to understand what they need. When something goes wrong, you find a way to make it right. You make sure every customer feels heard and cared for.

You’ll ideally bring:

• 2+ years in customer service, sales administration or a similar role
• Confidence working across multiple systems at once
• Experience with an inventory or POS system (Cin7 is a bonus)
• Strong attention to detail and clear written communication
• Experience handling customer complaints calmly and professionally
• Shopify or Shippit experience (a plus)

Why Keane?

Keane Ceramics is a family-run, female-led business with a lot of heart. You’ll join a team that genuinely enjoys working together and always has each other’s back. They hold high standards, show care in every interaction and take real pride in their work.

You’ll also get to know the customers and their projects, from someone trying pottery for the first time to an established studio preparing its next collection.

You can expect:

• A steady Monday to Friday, 8am to 4pm schedule, with no weekends.
• A permanent, full-time role in a well-established business.
• Hands-on training and support as you learn.
• Opportunities to build your skills and take on broader responsibilities over time.
• A connection to Australia’s ceramics community and the products that keep it creating.