Roogenic is a growing Australian wellness brand creating premium products inspired by Australia's native botanicals. We're passionate about natural wellbeing, delivering exceptional products and building meaningful relationships with our customers.
We're an ambitious, collaborative team that values initiative, fresh thinking and people who take genuine ownership of their work.
As we continue to grow, we're looking for someone who can help us take our customer experience to the next level.
About the role
We're looking for an experienced, proactive and commercially minded Customer Care Manager to lead our day-to-day customer care operations, strengthen customer relationships and support our wholesale business. This is more than a traditional customer service role. You'll be responsible for delivering exceptional customer care while proactively engaging with our existing customers, identifying opportunities to encourage repeat purchasing and helping introduce Roogenic to new wholesale stockists. You'll work closely with our Marketing & Sales Manager and wider team, taking ownership of day-to-day customer care, retention activities, wholesale administration and B2B prospecting.
Key responsibilities
Take ownership of daily customer care across email, live chat, phone and social media
Respond to customer enquiries, complaints, product questions and delivery issues with warmth, professionalism and efficiency
Develop an in-depth understanding of the Roogenic product range to confidently assist customers and provide personalised product guidance
Manage customer orders, returns, refunds and delivery enquiries through Shopify and relevant systems
Ensure customer concerns are resolved effectively, with appropriate follow-ups and accurate records
Develop proactive initiatives to strengthen customer relationships and encourage repeat purchasing
Personally connect with high-value and loyal customers to thank them, gather feedback and build stronger relationships
Process and coordinate wholesale orders, ensuring accuracy and timely fulfilment
Research and identify potential new wholesale stockists and retail partners
Proactively contact prospective retailers by phone and email to introduce Roogenic and our wholesale opportunities
About you
Previous experience in customer service, customer care, account management or a similar customer-facing role
Strong interpersonal skills and a natural ability to build rapport and long-term customer relationships
Excellent written and verbal communication skills, including confidence speaking with customers and prospective business partners over the phone
A proactive, solutions-focused mindset with the ability to identify opportunities and take action independently
Experience handling customer enquiries, complaints and complex situations professionally
Strong organisational skills, attention to detail and the ability to manage competing priorities
Confidence using customer service platforms, CRM systems and e-commerce tools
An interest in customer retention, loyalty and improving repeat purchasing
A positive, collaborative attitude and a genuine desire to contribute to a growing business
A part-time position working three days per week, ideally Monday to Wednesday
A salary of $65,000-$70,000 FTE, pro rata, plus superannuation
The opportunity to take real ownership of customer care and relationship-building initiatives
A varied role combining customer experience, retention, marketing and wholesale support
A supportive, collaborative team where initiative and fresh ideas are encouraged
Customer Care Manager in Fremantle employer: Roogenic company
Roogenic company offers a flexible part-time role that encourages creativity and experimentation in content production. The collaborative environment with an established marketing team allows for professional growth and the opportunity to work on engaging social media campaigns. Employees can expect to develop their skills in video production and creative strategy while contributing to impactful marketing efforts.
