Customer Service & Administration Officer (Warranties)

About Us:
We are a leading national retailer and ecommerce business with our head office based in Stafford, Brisbane. We’re proud of our great office team and our friendly staff culture and as our business grows bigger, our team is too. We are looking for a reliable and experienced Customer Service and Administration Officer to join our team to handle warranty claims and provide adhoc customer service and administration support.

We’re on the hunt for someone who enjoys variety and thrives in a busy office workplace. Must be comfortable handling customer enquiries, supporting internal administrative needs and supporting warranty claims to be processed accurately, efficiently and within time constraints.

This role is a great opportunity to build new skills and develop in a fast-paced environment. This role is full-time with a supported 3 month probation period.

The Role

Enjoy a better work-life balance and keep your weekends free, working Monday to Friday, up to 37.5 hours per week (9am – 5pm) at our Head Office in Stafford.

You’ll be supported to manage the end-to-end of our product warranty process, ensuring customer warranty claims are submitted to the supplier, assessed, processed, and resolved accurately and in line with manufacturer terms and Australian Consumer Law. This is a focused role and where you will be the point of accountability for warranties, liaising between customers and suppliers/manufacturers to deliver timely repair, replacement, or refund outcomes and to maintain accurate warranty records and customer satisfaction.

Key responsibilities

Receive, log, and assess customer warranty claims against manufacturer warranty terms.

Determine eligibility and the appropriate remedy (repair, replacement, or refund) for each claim.

Process warranty returns (RMAs) and coordinate the return of faulty goods to suppliers or manufacturers.

Arrange repairs, replacements, or refunds and track each claim through to resolution.





Enter Supplier Credit notes and Customer Credit Notes into our ERP system.

Lodge and follow up warranty claims with suppliers and manufacturers.

Negotiate and track warranty credits, replacements, and outcomes.

Maintain up-to-date knowledge of supplier warranty terms and processes.

Keep customers informed of claim progress, expected timeframes, and outcomes.

Resolve warranty-related queries professionally and in line with company policy.

Maintain accurate warranty records and documentation.

About you

At least one year's experience in warranties, claims, returns, or a related customer service/administration role is preferred.

Working knowledge of Australian Consumer Law and consumer guarantees or eager willingness to learn.

Strong administrative skills with high organisation, attention to detail, and accuracy around record-keeping. This will be important as you manage multiple tasks efficiently to meet warranty timelines.

Personable and shows confidence liaising with suppliers and customers to support business administration.

Excellent customer service and professional communication skills, both written and verbal.

Good problem-solving, rational thinking and negotiation skills.

High computer literacy skills and excellent knowledge of Microsoft Office suite including spreadsheet, database, email, internet, and word processing software.

Ability to manage multiple claims and meet timeframes under pressure.

Experience with Cin7 omni, Shopify or other online retailer software’s will also be highly regarded (but not essential).

Why Us?

- Great role salary, paying at $70,000 per year depending experience!
- Enjoy a 20% Staff Discounts on our products sold instore and Pro-Deals Staff Discounts (Wholesale Pricing) on selected brands such as Sea to Summit and Garmin.
- Step into a long-term role. We are a growing company and value staff retention and opportunity, there is absolutely opportunity for the right candidate to advance and grow.

For any questions about the roles, please reach out to the email above and get in touch. We look forward to hearing from you!

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📌 Customer Service & Administration Officer (Warranties) (Brisbane City)
🏢 seek.com.au
📍 Brisbane City