Frame & Truss Care Specialist – Warranty & Solutions

Bunnings Warehouse; Sydney; On-site; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Team discount at Bunnings and Wesfarm­

OnePass membership

100+ exclusive team member benefits

12 weeks parental leave

Festive gifts

Cafe discounts

Career development

Job summary

Bunnings Warehouse is seeking a Customer Care & Warranty Specialist at Minto NSW to transform complex customer inquiries into practical, timely resolutions. You’ll partner with frame & truss teams and internal specialists to ensure clear communication and efficient problem-solving for builders.

You’ll manage warranty matters from first contact to resolution, build enduring relationships, and help strengthen customer loyalty while supporting safe, efficient operations across multiple departments.

Qualifications

• At least two years' experience in customer service, administration or account management.
• Strong verbal and written communication skills.
• Experience working with customer management systems and Microsoft Office.
• Sound attention to detail and accurate record-keeping skills.
• The ability to coordinate and influence people across different operational teams.
• Confidence reading and interpreting construction plans.
• Experience in building, Frame & Truss, customer retention or B2B service would be beneficial.
• Salesforce experience would be useful but is not essential.

Responsibilities

• Turn complex customer challenges into practical solutions that make a real difference for builders and their projects.
• Build trusted relationships with builders and become a reliable contact for their Frame & Truss enquiries.
• Manage customer concerns and warranty claims through to a practical, timely outcome.
• Coordinate with Technical, Production, Scheduling, Dispatch, Sales and Account Management teams to resolve building and structural issues.
• Arrange rectification work, site inspections and site measurements when needed.
• Keep customers informed with clear updates, realistic expectations and consistent follow-up.
• Maintain accurate records across customer management and Frame & Truss systems.
• Coordinate purchase orders, approved credits, back-charge agreements and claim administration.
• Monitor open actions and commitments, helping teams stay accountable for delivery.
• Share useful insights on customer activity, response times and resolution outcomes.
• Identify improvements that make customer communication and service delivery simpler and more effective.
• Contribute to a safe workplace by speaking up, reporting hazards and following safe work practices.

Skills

Customer service

Administration

Account management

Communication

Coordination across teams

Attention to detail

Record keeping

Reading construction plans

Frame & Truss knowledge

B2B service experience

Salesforce experience

Tools

Microsoft Office

CRM systems

Salesforce

Job description

Bunnings Warehouse is seeking a Customer Care & Warranty Specialist at Minto NSW to transform complex customer inquiries into practical, timely resolutions. You’ll partner with frame & truss teams and internal specialists to ensure clear communication and efficient problem-solving for builders.

You’ll manage warranty matters from first contact to resolution, build enduring relationships, and help strengthen customer loyalty while supporting safe, efficient operations across multiple departments.