Based in Caringbah, NSW, this is a key role within our Customer Service and Aftersales Team. You’ll be the first point of contact for warranty claims, spare parts coordination, and product troubleshooting, working closely with customers, retailers (like Bunnings), service agents, and internal teams to ensure every customer receives prompt, professional support.

Key Responsibilities

Aftersales & Warranty Support

Manage warranty claims in line with company policies and warranty guidelines.

Liaise with customers, retailers (e.g. Bunnings), service agents, and installers to resolve product issues promptly.

Assess warranty claims, organise replacements, and coordinate product returns where necessary.

Provide technical product support and troubleshooting assistance.

Provide detailed feedback to engineering team on repeated fault/complaint trends

Spare Parts Coordination

Process spare parts requests and ensure accurate, timely dispatch.

Maintain spare parts database, including product codes, descriptions, and inventory levels.

Identify and source spare parts from suppliers when required.

Monitor stock usage and recommend replenishment to the supply chain team.

Customer Service & Communication

Act as a key contact point for aftersales inquiries, service requests, and complaints.

Provide professional, clear, and timely communication with customers and internal teams.

Maintain strong working relationships with service technicians, warehouses, and sales teams.

Escalate unresolved issues to management where required.

Administration & Reporting

Maintain accurate records of claims, service requests, and spare parts transactions.

Prepare regular reports on aftersales performance, warranty trends, and parts usage.

Contribute to continuous improvement of aftersales processes and customer experience.

Key Skills & Competencies

Strong knowledge of bathroom, plumbing, and kitchen products (preferred).

Excellent customer service and communication skills.

Ability to problem-solve and resolve issues efficiently.

High attention to detail and accuracy in data entry.

Strong organisational and time management skills.

Proficient in MS Office and ERP/CRM systems.

Ability to interpret technical information and provide guidance to customers and service agents.

Qualifications & Experience

Previous experience in customer service, warranty, or aftersales role (preferably within plumbing, bathroom, or kitchen industry).

Experience managing spare parts, stock, or logistics processes.

Understanding of warranty processes and consumer law obligations in Australia.

Technical aptitude and product knowledge advantageous.

Must have full Australian working rights.