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Customer Services Manager

Job No: LUSH241
Location: Villawood, Sydney

Reports to: General Manager - Logistics and Fulfilment

The role:

Lush Fresh Handmade Cosmetics is seeking a highly organised and service orientated individual to head up our Manufacturing Customer Services team!

The Customer Service team bridges the gap between our Manufacturing, Retail and Online businesses and is responsible for ensuring the right products go to the right store at the right time whilst maintaining superior customer service to the Australian and New Zealand stores. The team responsibilities are varied and include; demand planning, product set up, invoicing, managing freight forwarder relationships as well as being pivotal in product launch and seasonal peak planning.

The role also drives continuous improvement initiatives and supports the strategic and long term goals of our Group business.

Core Responsibilities:

  • Manages the workload, output and performance of the Customer Services team
  • Oversees the allocation of stock according to sales potential and availability
  • Oversees data integrity relating to product set up and maintenance
  • Regularly reviews and recommends freight services and partners according to customer requirements
  • Acts as the voice of our customers during operational and planning discussions
  • Applies an understanding of the issues impacting the business and throughout its own area and knows where value can be added.
  • Takes accountability for ensuring the successful achievement of business objective whilst delivering 5* service
  • Addresses setbacks, ensures solutions to challenges, and remains positive, striving to always ‘make it happen’
  • Motivates their team to be the best they can be by providing support and encouragement, e.g., through regular meaningful conversations, recognition of work well done
  • Empowering employees and anyone interacting with the Customer Service to be accountable for their own responsibilities, by providing effective and regular coaching and feedback.

Our Perfect Match:

  • Understands the importance of, and can deliver, a level of customer service to our stores that is second to none.
  • Has a strong customer service and/or logistics work background.
  • Knows how to positively impact the performance, productivity, accuracy and engagement of the Customer Service team.
  • Has superior numerical, analytical, problem solving and communication skills which they have proven success stories of.
  • Considers themselves to be a bit of an 'Excel Master'.
  • Positive flexible approach
  • Strong people and management skills
  • Excellent organisational and time management skills
  • Being able to adapt and improvise is essential as the business is ever evolving. 
  • Solution focused

Who are we?

LUSH is a global manufacturer and retailer of fresh handmade cosmetics. We are known for our unique bath and beauty products, personalised customer service, in-store activism and fun shop atmosphere. LUSH is a campaigning company, working across human rights, environmental protection and animal welfare. We are dedicated to the practices of fair trade sourcing and supporting sustainable communities as well as giving back to organisations that can make a difference through our Charity Pot Program.

We offer:

  • A supportive team environment where your input and opinion is valued.
  • A progressive work environment that celebrates diversity.
  • Paid birthday leave. 
  • A generous discount on LUSH products keep you smelling and feeling fresh.
  • Company-sponsored Employee Assistance Program with free access to psychological, financial, legal and dietary advice.


Does this sound like the perfect role for you? If so, please apply by answering the questions below and uploading your resume and cover letter. Ensure all attachments are in PDF format. Applications close midnight on Sunday the 10th July 2022. We are reviewing applications as received, so apply as soon as possible!

At LUSH, we believe that by fostering a culture of inclusion and respect, we are doing our part in building a world where there is equal opportunity for all. Having a diverse workforce that represents our wider community is very important to us and we strongly encourage applications from Aboriginal Australian and Torres Strait Islander candidates, candidates from culturally and linguistically diverse backgrounds, LGBTQIA+ candidates, candidates with disabilities, and all ages and genders. 

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