About Roogenic

Roogenic is a growing Australian wellness brand creating premium products inspired by Australia's native botanicals. We're passionate about natural wellbeing, delivering exceptional products and building meaningful relationships with our customers.

We're an ambitious, collaborative team that values initiative, fresh thinking and people who take genuine ownership of their work.

As we continue to grow, we're looking for someone who can help us take our customer experience to the next level.

About the role

We're looking for an experienced, proactive and commercially minded Customer Care Manager to lead our day-to-day customer care operations, strengthen customer relationships and support our wholesale business. This is more than a traditional customer service role. You'll be responsible for delivering exceptional customer care while proactively engaging with our existing customers, identifying opportunities to encourage repeat purchasing and helping introduce Roogenic to new wholesale stockists.

You'll work closely with our Marketing & Sales Manager and wider team, taking ownership of day-to-day customer care, retention activities, wholesale administration and B2B prospecting.

Key responsibilities

- Take ownership of daily customer care across email, live chat, phone and social media

- Respond to customer enquiries, complaints, product questions and delivery issues with warmth, professionalism and efficiency

- Develop an in-depth understanding of the Roogenic product range to confidently assist customers and provide personalised product guidance

- Manage customer orders, returns, refunds and delivery enquiries through Shopify and relevant systems

- Ensure customer concerns are resolved effectively, with appropriate follow-ups and accurate records





- Develop proactive initiatives to strengthen customer relationships and encourage repeat purchasing

- Personally connect with high-value and loyal customers to thank them, gather feedback and build stronger relationships

- Process and coordinate wholesale orders, ensuring accuracy and timely fulfilment

- Research and identify potential new wholesale stockists and retail partners

- Proactively contact prospective retailers by phone and email to introduce Roogenic and our wholesale opportunities

About you

- Previous experience in customer service, customer care, account management or a similar customer-facing role

- Strong interpersonal skills and a natural ability to build rapport and long-term customer relationships

- Excellent written and verbal communication skills, including confidence speaking with customers and prospective business partners over the phone
- A proactive, solutions-focused mindset with the ability to identify opportunities and take action independently

- Experience handling customer enquiries, complaints and complex situations professionally

- Strong organisational skills, attention to detail and the ability to manage competing priorities

- Confidence using customer service platforms, CRM systems and e-commerce tools
- An interest in customer retention, loyalty and improving repeat purchasing
- A positive, collaborative attitude and a genuine desire to contribute to a growing business

Benefits

- A part time position working three days per week, ideally Monday to Wednesday
- A salary of $65,000–$70,000 FTE, pro rata, plus superannuation
- The opportunity to take real ownership of customer care and relationship-building initiatives
- A varied role combining customer experience, retention, marketing and wholesale support
- A supportive, collaborative team where initiative and fresh ideas are encouraged

📌 Customer Care Manager (Fremantle)
🏢 Roogenic
📍 Fremantle