Customer Service Manager – E-Commerce & Customer Resolutions

Modern Furniture; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Cheltenham showroom

Full-time role

Impact on CX

Collaborative culture

Job summary

Modern Furniture, Cheltenham VIC, is seeking an experienced Customer Service Manager to lead online customer support, resolve issues and manage after‑sales service for nationwide customers. You’ll coordinate with sales, logistics and warehouse teams and drive process improvements while delivering a positive customer experience.

The role is full‑time and on‑site at our Cheltenham showroom/head office, offering an opportunity to own the customer service function and contribute to business growth.

Qualifications

• Extensive hands-on experience in customer service, complaint management, customer resolutions or after-sales support.
• Proven ability to independently investigate and resolve customer complaints and challenging situations.
• Experience supporting customers remotely via phone, email and online platforms.
• Excellent written and verbal English communication skills, with a confident, articulate and professional telephone manner.
• Exceptional organisational skills, attention to detail and the ability to manage multiple ongoing cases.
• Strong problem-solving abilities, sound judgement and a practical, solutions-focused approach.
• Confidence working with customer service systems, online platforms and order management software.
• The ability to prioritise responsibilities, work independently and take ownership without constant supervision.
• A commercially minded approach that balances customer satisfaction with fair and practical business outcomes.

Responsibilities

• Manage incoming customer phone calls, emails and online enquiries with confidence, warmth and professionalism.
• Handle customer complaints, disputes, escalations, warranty claims and after-sales matters through to resolution.
• Assist customers nationwide with furniture-related enquiries, including product information, assembly guidance, missing components and product concerns.
• Investigate freight-related issues, including delivery delays, damaged goods, missing items and transport complaints.
• Manage customer communications and cases across our online marketplaces and retail partners.
• Liaise with freight providers, warehouse staff, suppliers, sales teams and management to coordinate customer resolutions.
• Confidently handle challenging conversations, defuse complaints and manage customer expectations.
• Maintain accurate records of customer communications, outstanding matters and resolutions.
• Ensure all enquiries and complaints are followed through efficiently, with nothing overlooked or left unresolved.
• Identify recurring issues and recommend improvements to customer service processes.
• Take ownership of the customer service function and maintain a professional, responsive and positive customer experience.

Skills

Customer service

Complaint resolution

People skills

Communication

Organisational skills

Tools

Order management software

Job description

Customer Service Manager – E-Commerce & Customer Resolutions

Customer Service Manager – E-Commerce & Resolutions

Modern Furniture | Cheltenham VIC | Full-Time | On-Site

Experienced in customer service and complaint resolution? Highly organised, great with people and a natural problem-solver? We'd love to meet you!

About Us

Modern Furniture is an established and growing Australian furniture retailer specialising in contemporary home and office furniture, supplying customers and businesses nationwide.

With a strong online presence, partnerships with major Australian retail marketplaces, and a beautiful modern showroom and head office in Cheltenham, we're looking for an experienced, confident and highly organised Customer Service Manager to take ownership of our customer service operations.

We're looking for someone who combines extensive customer service and resolution experience with exceptional people skills, positive energy and a great personality.

Someone who genuinely enjoys helping people, communicates confidently and professionally, and knows how to take ownership of customer matters from the initial enquiry through to final resolution.

About the Role

As a predominantly online furniture retailer supplying customers across Australia, our customer service department plays a vital role in supporting customers nationwide.

Most customer interactions take place over the phone, via email and through our various online marketplaces. We therefore require someone who is an exceptional communicator, highly organised and experienced in providing customer assistance and resolving issues remotely.

Our extensive range of home and office furniture means customer enquiries can vary significantly, from general product information, orders and assembly assistance through to delivery enquiries, freight damage, missing components, product concerns, warranty claims and complaints.

This is a hands-on role requiring substantial experience in customer service, complaint handling, customer resolutions and after-sales support.

We need someone who can confidently investigate concerns, coordinate with our internal teams and deliver practical, professional and timely resolutions.

Key Responsibilities

• Manage incoming customer phone calls, emails and online enquiries with confidence, warmth and professionalism.
• Handle customer complaints, disputes, escalations, warranty claims and after-sales matters through to resolution.
• Assist customers nationwide with furniture-related enquiries, including product information, assembly guidance, missing components and product concerns.
• Investigate freight-related issues, including delivery delays, damaged goods, missing items and transport complaints.
• Manage customer communications and cases across our online marketplaces and retail partners.
• Liaise with freight providers, warehouse staff, suppliers, sales teams and management to coordinate customer resolutions.
• Confidently handle challenging conversations, defuse complaints and manage customer expectations.
• Maintain accurate records of customer communications, outstanding matters and resolutions.
• Ensure all enquiries and complaints are followed through efficiently, with nothing overlooked or left unresolved.
• Identify recurring issues and recommend improvements to customer service processes.
• Take ownership of the customer service function and maintain a professional, responsive and positive customer experience.

About You – Experience Is Essential

We are seeking someone with proven experience in customer service and resolutions who can confidently manage a busy and varied workload.

You will bring:

• Extensive hands-on experience in customer service, complaint management, customer resolutions or after-sales support.
• Proven ability to independently investigate and resolve customer complaints and challenging situations.
• Experience supporting customers remotely via phone, email and online platforms.
• Excellent written and verbal English communication skills, with a confident, articulate and professional telephone manner.
• Exceptional organisational skills, attention to detail and the ability to manage multiple ongoing cases.
• Strong problem-solving abilities, sound judgement and a practical, solutions-focused approach.
• Confidence working with customer service systems, online platforms and order management software.
• The ability to prioritise responsibilities, work independently and take ownership without constant supervision.
• A commercially minded approach that balances customer satisfaction with fair and practical business outcomes.

Experience in e-commerce, online marketplaces, furniture, retail, freight, logistics or another product-based business will be highly regarded.

Previous experience managing customer service operations or supervising a team would also be advantageous.

Personality Matters Just as Much!

While experience is essential, we also place enormous value on personality, attitude and the ability to connect with people.

We're looking for someone who brings great energy to the workplace and genuinely enjoys customer interaction.

The right person will be:

• A natural people person – friendly, personable, approachable and genuinely enjoys helping others.
• A confident communicator – articulate, engaging and comfortable handling all types of customer conversations.
• Calm under pressure – able to defuse difficult situations and turn challenging conversations into constructive outcomes.
• Exceptionally organised – stays on top of outstanding matters, follows through and ensures nothing falls through the cracks.
• Positive and energetic – brings enthusiasm, warmth and a can-do attitude to the workplace.
• Accountable and proactive – takes responsibility for issues and actively works towards solutions.
• A great team player – communicates well with colleagues and contributes to a supportive, productive workplace.

We value someone who can make customers feel heard and supported, even when things haven't gone to plan, while confidently managing expectations and achieving appropriate resolutions.

Why Join Modern Furniture?

• Work from our beautiful, modern Cheltenham showroom and head office.
• Enjoy a stable, full-time, in-house position with an established Australian business.
• Take ownership of an important and varied customer service role.
• Work closely with management and our sales, logistics and warehouse teams.
• Join a friendly, collaborative and growing company.
• Have the opportunity to make a genuine impact on customer experience and internal processes.
• Enjoy long-term career opportunities as our business continues to grow.

The Opportunity

We are looking for someone who can become an integral part of our business and take real pride in managing our customer service operations.

The successful candidate will be experienced enough to confidently handle complaints and customer resolutions, organised enough to manage a busy workload, and personable enough to deliver a positive customer experience, even when situations are challenging.

If you have extensive customer service experience, exceptional organisational skills, a great personality and the confidence to take ownership of customer resolutions, we'd love to hear from you!