Warranty & Returns Team Leader

iTECHWORLD; Western Australia; On-site; AUD 68,000 - 83,000; Full time

Benefits offered by this job

Monthly KPI bonus

Lunch provided

MacBook provided

Company T-Shirts

Product training

Job summary

iTechworld, a Western Australian family-owned business, is seeking a motivated Warranty & Returns Team Leader to join our Service Centre. In this hands-on role you'll manage warranty claims, returns and refunds from start to finish, support the workshop, and keep customers updated throughout the process.

You'll lead a small team, use Gorgias for tickets, and work toward efficient processes. We offer a $75,000 base salary plus superannuation, a monthly KPI bonus, company swag, a MacBook, and

Qualifications

• Experience in customer service, warranties, returns or after-sales support.
• Experience leading, supervising or supporting a small team.
• Excellent communication and problem-solving skills.
• Strong organisational skills and attention to detail.
• Confidence using customer service software and managing multiple enquiries.
• A proactive attitude and willingness to roll up your sleeves.
• The ability to stay calm, prioritise and get things done in a busy environment.
• Experience in electronics, retail, automotive accessories or a workshop environment would be an advantage.

Responsibilities

• Manage warranty claims, returns, exchanges and refunds from start to finish.
• Respond to customer enquiries and manage support tickets through Gorgias.
• Coordinate daily workshop workloads and product assessments.
• Keep on top of outstanding RMAs and ensure they're resolved within our service targets.
• Manage returned stock, ensuring products are correctly tracked, repaired, resold, returned to stock or disposed of.
• Support and guide workshop team members with daily tasks and priorities.
• Resolve customer concerns and keep customers updated throughout the process.
• Identify opportunities to improve processes, efficiency and customer experience.

Job description

Love solving problems, helping customers and keeping things running smoothly? We want to hear from you!

We're iTechworld, a proudly Western Australian, family-owned and operated business specialising in portable power solutions, batteries, solar and 12V technology.

We're looking for a motivated and organised Warranty & Returns Team Leaderto join our Service Centre team.

This isn't a role where you'll just sit back and delegate. We're looking for someone who enjoys getting stuck in, supporting their team, solving customer problems and making sure things get done.

What you'll be doing

Working closely with our Customer Service Manager, you'll help keep our warranty, returns and workshop operations running smoothly.

Manage warranty claims, returns, exchanges and refunds from start to finish.

Respond to customer enquiries and manage support tickets through Gorgias.

Coordinate daily workshop workloads and product assessments.

Keep on top of outstanding RMAs and ensure they're resolved within our service targets.

Manage returned stock, ensuring products are correctly tracked, repaired, resold, returned to stock or disposed of.

Support and guide workshop team members with daily tasks and priorities.

Resolve customer concerns and keep customers updated throughout the process.

Identify opportunities to improve processes, efficiency and customer experience.

What we're looking for

We're more interested in your attitude, organisation and ability to lead than whether you're a technical expert.

Ideally, you'll bring:

Experience in customer service, warranties, returns or after‑sales support.

Experience leading, supervising or supporting a small team.

Excellent communication and problem‑solving skills.

Strong organisational skills and attention to detail.

Confidence using customer service software and managing multiple enquiries.

A proactive attitude and willingness to roll up your sleeves.

The ability to stay calm, prioritise and get things done in a busy environment.

Experience in electronics, retail, automotive accessories or a workshop environment would be an advantage.

You don't need to be a technical expert. We'll provide product training to get you up to speed.

Why join iTechworld?

We're a growing WA business with a friendly, hardworking team and a genuine focus on looking after our people.

Here’s what’s on offer:

$75,000 base salary + superannuation

Monthly bonus opportunity based on KPI performance

Proudly WA family-owned and operated company

Company T-shirts provided

MacBook provided for work

Lunch provided every Friday

Product training and ongoing support

A hands‑on leadership role where you can make a real difference

Opportunities to grow with an established Australian brand

If you're organised, enjoy helping customers and take pride in keeping things running efficiently, we'd love to hear from you.