Customer Service Team Leader

• Parental Leave Cover (10-12 month fixed term contract)
• Full time hybrid role based in Rowville

A bit about us:

Melrose Group has been a trusted name in Australian health and wellness for 50 years. Our portfolio includes Melrose Future Lab our science-backed longevity nutrition range and Best of the Bone Australias premium bone broth concentrate. We obsess over quality back everything with research and stay ahead of the curve. Were building brands that genuinely move the needle on peoples healthand we need brilliant people to help us do it.

A bit about the role:

As our Customer Service Team Leader youll be the driving force behind exceptional customer experiences. You will lead and support a small team of customer service specialists making sure every interaction leaves a lasting positive impression.

Managing inquiries and orders across a dynamic portfolio of innovative brands youll work closely with our Marketing and Warehouse teams to deliver expert product knowledge flawless order processing and meaningful contributions to the growth of our brand.

Some of the key areas youll look after are:

• Customer Satisfaction: Being the public face of our business you will need to ensure every customer (store or consumer) is assisted in a friendly timely and accurate manner across all platforms email phone E-commerce platforms and on socials.
• Order Management: Ensuring the processing of wholesale orders in a timely and accurate manner whilst actioning internal account management tasks such as out of stocks (OOS) administering credit notes etc. minimising outstanding payments and monitoring stock levels.
• Continuous Improvement: Ensuring our business processes are continually improved and streamlined to maximise efficiency.
• Lead the Customer Service team: Motivate train support and develop our passionate team of customer service professionals creating a positive and high performing culture.

This role is perfect for someone who is:

• Tech-savvy and a quick learner ready to dive into both customer-facing and administrative tasks that service our teams success.
• Detail-oriented and fast-paced confidently entering orders without sacrificing accuracy.
• Positive and flexible with a can-do attitude and willingness to take on ad hoc tasks as needed.
• Energised by a fun down-to-earth and fast-paced environment that values quality enjoys what we do and genuinely cares about our customers.

Why should you work with us:

• Flexible Work we understand that there is life outside of work which is why we are committed to providing a flexible work environment. Depending on your role this may mean the option to work hybrid in the office and from home
• Free products staff allowance and substantial discounts on all our amazing product range
• We are united by a core set of values that we live and breathe each day Permission to play Be purpose led Think future act now Play fair & as One Make it happen and Communication is key
• Benefits program Access to a number of health initiatives focusing on your Mind Body Soul Occupational and Financial wellbeing. This includes things such paid birthday leave employee recognition program paid parental leave and EAP (a free strictly confidential service to support our employees and their immediate families).

Some of the experience you might bring to this role could be:

• 5 years experience in a similar role managing both wholesale and e-commerce customers
• Proficient in ERP systems ideally with experience using Pronto or similar and highly skilled in Microsoft Office.
• Experience with Shopify is highly desirable.
• Solid understanding of inventory management warehousing and logistics

If you have unique skills or experiences that dont fit the list but could contribute to your success in this role wed love to hear about them in your cover letter!

Ready to be part of our exciting journey Click the apply button now! Applications close Sunday the 1st March 2026. Please note that we will be reviewing and shortlisting candidates as applications are received. We reserve the right to close this advertisement earlier if a suitable candidate is found so we encourage you to apply without delay!

For further information please contact

Pre-employment requirements: Employment offers are subject to satisfactory reference checks a pre-employment medical assessment and confirmation of working rights.

Applicants must hold valid Australian working rights to be considered for this role.