At VENTORA Glass, our people are at the heart of everything we do. We are one of the world's most advanced and environmentally sustainable glass processing operations, with state‐of‐the‐art manufacturing facilities in Queensland and Victoria. We proudly support Australia's leading building product brands and customers nationwide through innovation, quality and a strong commitment to safety.
About the Opportunity
We are seeking a Customer Service Supervisor to join our team based in Rowville. Reporting to the National Customer Service, Planning & Administration Manager, this is a pivotal leadership role within our customer service function.
You will supervise, mentor and develop a high‐performing customer service team, driving capability, confidence and continuous improvement. Leading from the front, you'll guide the team forward while supporting day‐to‐day operations, ensuring consistently high service standards and outstanding customer outcomes that support both sales activity and operational efficiency.
About You
You are a confident and approachable people leader who thrives in fast‐paced environments. You bring structure, clarity and calm to competing priorities and enjoy developing others to perform at their best.
You're solutions‐focused and customer‐centric, comfortable managing escalations with professionalism and empathy, and proactive in identifying ways to improve service delivery, efficiency and team capability.
Key Responsibilities
* Lead, coach and support the customer service team, including onboarding and performance management
* Actively drive the team forward through strong leadership, coaching and development, building capability and future talent
* Set and monitor team KPIs and service standards aligned to customer satisfaction and business objectives
* Act as an escalation point for complex customer enquiries, complaints and issues
* Assist with production planning to support efficient daily production flow
* Oversee order processing, data entry and credits in line with company procedures
* Identify and implement process improvements to enhance productivity and customer experience
* Collaborate with sales, operations, planning and dispatch teams to resolve issues and improve outcomes
* Foster a positive, engaged and high‐performing team culture
What You'll Bring
* Experience leading or supervising customer service teams
* Background in customer service or a high‐volume service environment
* Strong leadership, coaching and communication skills
* Proven ability to manage escalations and resolve issues effectively
* Experience with CRM, ERP or workflow management systems
* Proficiency in Microsoft Office (Teams, Excel, Word and Outlook)
* Ability to quickly learn technical products and systems
What's on Offer
* Supportive site leadership and a collaborative, team‐focused culture
* Career development opportunities within a large, stable national organisation
* Modern, state‐of‐the‐art manufacturing facility with on‐site parking
* Generous employee discounts across our product range
* Annual Christmas shutdown leave
* Paid birthday leave — even if it falls on a weekend
* Flare benefits program, including salary packaging, discounts and exclusive perks
* Employee Referral Program with cash rewards
* Access to the Employee Assistance Program (EAP)
Your Next Step
If you're a motivated customer service leader who enjoys developing people and delivering outstanding customer experiences, we'd love to hear from you. Apply now.
Applicants must have the legal right to work in Australia and be willing to undertake pre‐employment checks.
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