Sleep Corp is a family-owned leading manufacturer and distributor of high-quality bedding products, with over 40 years in the industry, based in Dandenong South. We are committed to providing our customers with the best sleep experience through innovative and reliable products.

We are seeking a dedicated and customer focused After Sales Customer Officer to join our team. This role is responsible for liaising with clients and consumers regarding warranty issues, processing customer returns and warranty claims and providing exceptional product knowledge to ensure a seamless customer experience.

In addition, this role is also responsible for the management and review of automated (EDI) orders on a daily basis.

This role is 5 days per week 8am – 4pm

Some of the responsibilities for this position include but are not limited to:

Customer Liaison: Act as the primary point of contact for customers with warranty-related inquiries, providing timely and professional responses to ensure customer satisfaction.

Warranty Claim Processing: Accurately capture and process warranty claim information, ensuring all details are correctly documented and resolved efficiently.

Customer Returns Management: Handle the timely and accurate processing of customer returns, ensuring compliance with company policies and procedures. This includes the process of Return Authorisations and Credit Memos as required.

Review: Daily review of automated orders (EDI), liaising with customers where changes are required.

Support: Provide support to specific business channels as directed by the Client Services Coordinator (healthcare, major retailer or hospitality)

Product Knowledge Expertise: Demonstrate exceptional product knowledge to assist customers with inquiries, troubleshoot issues, and provide solutions tailored to their needs.

Provide: Tracking information and ETAs for customers to be confirmed as required.

Record Keeping: Maintain accurate and up-to-date records of customer interactions, warranty claims, and returns in the company’s systems.

Collaboration: Work closely with internal teams, such as technical support and logistics, to resolve customer issues effectively and efficiently.

Communicate: Keep the Client Services Coordinator informed of concerns, issues and opportunities.

Continuous Improvement: Identify opportunities to improve the after-sales process and enhance the overall customer experience.

To be considered for this role we anticipate that you have:

Minimum 3 years’ experience in customer service, after-sales support, or warranty claims processing is highly desirable.

Communication: Excellent verbal and written communication skills, with the ability to interact professionally with customers, service providers and internal teams.

Attention to Detail: Strong organizational skills and a meticulous approach to capturing and processing customer information.

Product Knowledge Expertise: Demonstrate exceptional product knowledge to assist customers with inquiries, troubleshoot issues, and provide solutions tailored to their needs.

Problem-Solving: Proactive and solution-oriented mindset with the ability to handle complex customer inquiries and issues with demonstrated ability in conflict management.

Time Management: Ability to prioritize tasks and manage time effectively to meet deadlines and ensure timely responses.

Technical Skills: Proficiency in using customer relationship management (CRM) systems and Microsoft Office Suite.

Team Player: Ability to work collaboratively in a team environment while also performing independently when required.