Customer Service and Operations Manager

About Casa Blanco

Casa Blanco is a luxury interiors label known for its elegant design language, enduring craftsmanship and carefully selected range of furniture, lighting and décor. The brand delivers elevated spaces for discerning residential and commercial clients throughout Australia and beyond.

Role overview

Casa Blanco is looking for a Customer Service & Operations Manager to own the client journey from first enquiry through to delivery and post-sale support. This position suits someone who is highly organised, focused on solutions and genuinely committed to delivering premium service in a luxury setting.

In this client-facing role, you will be expected to communicate with polish, warmth and precision while managing customer relationships and supporting the processes that keep service running smoothly.

Customer experience

• Provide a high-end service experience across phone, email, live chat and showroom enquiries.
• Oversee customer orders from the point of purchase through delivery and after-sales support.
• Keep clients informed about order progress, delivery timing and expected lead times.
• Address customer issues promptly and professionally while protecting the brand’s premium service standards.
• Develop strong working relationships with residential, trade and commercial customers.
• Ensure every interaction is consistent with the Casa Blanco brand experience.
• Manage escalated concerns with sound judgement, confidence and discretion.

Operations and coordination

• Handle the day-to-day processing of orders and maintain a high level of accuracy.
• Coordinate with suppliers, freight partners and internal stakeholders to support seamless fulfilment.
• Contribute to operational improvements that strengthen both the customer journey and team efficiency.
• Keep CRM and operational records accurate and up to date.
• Support workflow management and ongoing process refinement within customer service operations.

Team and brand support

• Assist in creating and improving customer service processes and standards.
• Work closely with sales and leadership teams to lift service quality.
• Help foster a positive, collaborative and solution-driven team environment.
• Maintain the visual and experiential standards expected of a luxury interiors brand.

Experience and skills

• At least 3 years of experience in customer service, client relations or operations coordination.
• Strong written and verbal communication skills.
• A calm, professional approach with solid problem-solving ability.
• Excellent organisation and a strong eye for detail.
• The ability to manage multiple priorities in a busy environment.
• Previous use of CRM or order management systems is preferred.

What the role offers

• The chance to join a growing luxury interiors brand.
• A creative, collaborative workplace.
• Potential for career progression as the business expands.
• Exposure to premium residential and commercial projects.
• A competitive salary package aligned to experience.