Customer Care Manager

Customer Care Manager – Parnham Group

Parnham Group is a Cheltenham-based, family-owned business behind some of Australia's most trusted health and lifestyle brands, including Therapeutic Pillow, Huset, Relaxhouse and Level. We're looking for an experienced Customer Care Manager to lead our customer services team and help keep our operations running smoothly.

About the role

Working closely with our Operations Manager, you'll take ownership of the customer experience across all four of our business units. You'll manage the team that's the first point of contact for our customers, oversee incoming enquiries, and make sure every customer interaction is handled professionally and efficiently. This is a hands-on leadership role that blends people management with day-to-day operational support.

What you'll be doing

• Leading and coaching the customer care/administration team, including training, support.

• Supporting our sales team and customers through the end-to-end sales order process

• Assisting with the day-to-day management of operations across the business

• Coordinating internal deliveries and working with our inbound and logistics teams to keep things moving

• Managing debtors, reconciliations and general accounting/banking tasks in coordination with our Accounts team

• Coordinating support of freight and logistics for local, interstate and international orders

• Supporting continuous improvement of customer service systems and processes

• Contributing to health, safety and wellbeing initiatives across the office and warehouse environment

What we're looking for

• Minimum 3 years' experience in a similar Office Management, Customer Service or Operations Team Leader role, ideally within retail or manufacturing

• Proven experience managing sales order processing across multiple channels

• Experience coordinating freight and logistics

• Confidence handling accounting/banking tasks such as debtor management and reconciliations

• Strong IT skills across Excel, Word and Outlook; experience with MRP/ERP systems (SAP B1 highly regarded)

• A pragmatic, organised approach and the ability to work autonomously under pressure

• Excellent written and verbal communication skills, with a knack for building rapport quickly

• Certificate IV in Business Administration or equivalent

Why join us

You'll be part of a close-knit, family-owned business with a strong local reputation and a genuine team culture — with real scope to shape how our customer service operates across multiple brands.