- 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, Australia’s
premium bone broth concentrate. We obsess over quality, back everything with
research, and stay ahead of the curve. We’re building brands that genuinely
move the needle on people’s health—and we need brilliant people to help us do
it.
A bit about the role:
As our Customer Service Team Leader, you’ll 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, you’ll work closely with our Marketing, Warehouse and Operation teams, to deliver
expert product knowledge, flawless order processing, and meaningful
contributions to the growth of our brand.
Some of the key areas you’ll 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
and on socials.
-
Order
Management: Co-ordinate Customer Order lifecycle to maximising
sales, inventory management, and communicating to retailer’s stock
challenges.
-
Continuous
Improvement: Identifying any bottlenecks or opportunities for
improvement within the wider business and communicate these to the
relevant stakeholders.
-
Lead
the Customer Service team: Managing escalations, call monitoring and
KPI reporting, while motivating, supporting and coaching the customer
service team to foster a positive, 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 in a hands on role.
- 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, free flu vaccinations 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:
- Extensive
customer service experience ideally gained within a SME business, managing
both wholesale and e-commerce customers
- Proficient in ERP systems, ideally with experience using Pronto and email ticketing
systems.
- Experience with Shopify is highly desirable.
- Solid understanding of inventory management, warehousing and logistics
If you have unique skills or experiences that don’t fit the
list but could contribute to your success in this role, we’d love to hear about
them in your cover letter!
Ready to be part of our exciting journey? Click the apply button now! Applications close Thursday 21st May 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 peopleexperience@melrosegroup.com.au or call 9720 8221.
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.
