Customer Service Officer

Customer Service Officer

CWM Homewares | Rowville, VIC | Full-Time, Permanent

About Us

CWM Homewares (C.W. Marketing Pty Ltd) is a leading Australian homewares importer, distributor and wholesaler based in Rowville, VIC. We supply quality homewares and lifestyle products to major retailers, independents and online marketplaces across Australia and New Zealand.

The Role

We're looking for an experienced Customer Service Officer to join our Sales team. You'll bring a young-at-heart, vibrant, can-do attitude to a fast-moving environment where no two days look the same.

In this role, you'll assist the Customer Service Team Leader with order entry, Zendesk, freight queries, claims processing, SOH reporting, submissions and price file management on a daily basis.

You'll report to the Customer Service Team Leader as part of a team of two, working closely together to support the wider business.

What You'll Be Doing

• Processing customer orders across all channels (portal, email, EDI) same-day, with 100% accuracy
• Managing customer email enquiries and Zendesk tickets - stock, orders, back-orders, portal issues and training
• Resolving freight delivery queries via the Direct Freight portal
• Processing customer claims, returns and short shipment enquiries within tight turnaround times
• Running weekly SOH reports and daily/weekly retailer reports (Temple & Webster, DJ Drop Ship)
• Creating retailer submissions, dropship pack files and managing customer price files
• Supporting the wider team with showroom presentation, office coordination and ad hoc admin

What We're Looking For

Essential:

• Minimum 2 years' experience in customer service, order management or sales support
• Experience with Zendesk or similar CRM/ticketing platforms
• Confident using freight portals (Direct Freight or similar)
• Strong order entry and claims processing background
• Advanced Microsoft Word, Excel and Outlook skills
• Solid knowledge of Pronto or a similar ERP system

Highly Regarded:

• Experience with retailer submissions, price files and dropship pack creation
• Background in wholesale, distribution or homewares

What We Offer

• A full-time, permanent role in an established and growing Australian business
• Competitive salary, negotiable on experience
• On-site parking, Rowville location with Eastlink access
• A supportive, close-knit team where your contribution is genuinely valued
• A vibrant, fast-paced workplace with a genuine can-do culture

CWM Homewares is an equal opportunity employer. We welcome applications from all backgrounds.

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