Customer Service Manager, E-Commerce & 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

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.