Customer Service & Warranty Specialist

Position Title: Customer Service & Warranty Specialist

Location: Brooklyn
Remuneration: $80,000 - $90,000 + Super (dependent on experience)
Role Purpose
As our Customer Service & Warranty Specialist, you'll be the key link between our customers and internal teams, managing warranty claims, investigating product concerns, and delivering exceptional customer outcomes.
Working closely with Quality, Manufacturing, Engineering and Customer Service teams, the Warranty Officer investigates product concerns, coordinates corrective actions, and supports continuous improvement initiatives aimed at enhancing product quality and customer satisfaction.

Key Responsibilities
Warranty Claims Management

• Review, assess and process warranty claims in line with company policies and guidelines.
• Collect and evaluate supporting information including photos, service records and failure details.
• Communicate claim outcomes clearly and professionally.
• Maintain accurate claim records and documentation within company systems.

Customer Support & Issue Resolution

• Act as the primary point of contact for customer warranty enquiries.
• Deliver a high level of customer service while managing expectations throughout the claims process.
• Work closely with customers and internal stakeholders to achieve timely and effective resolutions.
• Escalate complex matters where required.

Investigation & Continuous Improvement

• Collaborate with Quality, Manufacturing and Engineering teams to investigate warranty concerns and identify root causes.
• Monitor warranty trends and contribute to improvement initiatives that enhance product quality and customer satisfaction.
• Assist with warranty reporting, analysis and process improvements.

Qualifications & Experience

• Previous experience in a customer service, warranty, claims or administrative role.
• Experience within manufacturing, automotive, transport, heavy vehicle or industrial environments will be highly regarded.
• Experience using ERP, CRM or other business systems would be advantageous

What You'll Bring

• A customer-first mindset and passion for delivering excellent service.
• Strong communication and relationship-building skills.
• The ability to investigate issues, analyse information and identify practical solutions.
• Confidence interpreting technical information and product documentation.
• Strong organisational skills and attention to detail.
• A collaborative approach and the ability to work effectively across multiple teams

Why Join Freighter Group?
At Freighter Group, we are committed to delivering industry-leading products and exceptional customer experiences. This role offers the opportunity to work closely with customers and internal stakeholders while contributing to product quality improvements and business success across Australia.