Customer Service Officer

Join the Haircare Group Family

At Haircare Group, we’re more than just a company—we’re a trusted partner to the professional hair industry. Proudly Australian and family-owned for over 50 years, we’re passionate about building industry-leading brands and distributing premium haircare products across Australia and New Zealand. Founded by a hairdresser, for hairdressers, we understand that for us, it’s more than hair—it’s about making a difference in people’s lives.

The Role

We're seeking a Customer Service Officer to join our Customer & Sales Support team based at our Marleston Head Office.

This role is ideal for someone who is passionate about customer service and enjoys building strong relationships. You'll be the first point of contact for both B2B customers and B2C consumers, providing professional support across phone, email, and online channels. Working closely with internal teams, you'll manage customer enquiries, process orders, resolve issues, coordinate returns and warranty claims, and ensure every customer interaction is delivered with accuracy, care, and professionalism.

Why This Role Stands Out

• Opportunity to combine customer service expertise with hair industry knowledge
• Play a key role in supporting both salon customers and consumers
• Diverse role with exposure to customer service, sales support, logistics, and operations
• Join a supportive team culture within a respected Australian-owned business

Key Responsibilities:

• Respond to customer enquiries via phone, email, and online channels in a timely and professional manner
• Process customer orders and account applications accurately and efficiently
• Manage order tracking, delivery enquiries, and customer follow-ups
• Investigate and resolve customer issues relating to orders, deliveries, returns, freight, and credits
• Coordinate returns, warranty claims, and controlled return processes
• Provide product advice and support to customers, identifying solutions to meet their needs
• Liaise with warehouse, logistics providers, and internal teams to ensure positive customer outcomes
• Maintain accurate customer records, notes, and system updates
• Support sales representatives with order processing and customer enquiries
• Contribute to continuous improvement initiatives and follow company processes and procedures

What You'll Bring

• Previous experience in customer service, administration, or sales support
• Qualified Hairdresser preferred, with knowledge of professional haircare products
• Strong communication and relationship-building skills
• Excellent problem-solving ability and customer-focused mindset
• High attention to detail and strong organisational skills
• Ability to manage multiple priorities in a fast-paced environment
• Confidence using Microsoft Office applications
• Experience with CRM or ERP systems such as Pronto or Zendesk (desirable)
• Positive, adaptable, and team-oriented approach

What We Offer:

• Competitive salary
• Generous employee product discounts
• Annual gratis product allowance
• Supportive and collaborative team culture
• Free onsite parking at our Marleston office
• Opportunity to work with leading professional haircare brands
• Career development within a growing Australian-owned business

Ready to Take the Next Step?

If you're passionate about helping people, delivering outstanding customer experiences, and want to be part of a business that genuinely supports the professional hair industry, we'd love to hear from you.

Apply now and join the Haircare Group family.

Please note: You must have full Australian work rights to apply.