The Company
A well-established, dynamic business recognised across Australasia for distributing and marketing some of the most trusted consumer brands.
The Role
Lead a team of four CSRs and play a key role in the Senior Operations Team. You'll take ownership of the customer service function, develop the team, and implement best-practice systems and processes that ensure timely, professional, and effective support for customers and internal stakeholders.
This is a unique opportunity for a motivated leader to transform a service function, build team capability, and contribute directly to business performance.
Responsibilities
* Lead and coach the Customer Service team to improve performance and outcomes
* Identify and implement process improvement initiatives
* Drive Zendesk automation processes
* Report on service performance and contribute to operational decision-making
* Manage internal order processing, returns and credit handling
* Collaborate with product, warehouse, and sales teams to improve customer outcomes
Benefits
* Lead the transformation of a customer service team and make a real impact
* Enjoy staff discounts on trusted lifestyle and consumer electronics brands
* Annual salary reviews and staff incentive programs
* Join a passionate, energetic, and supportive team environment
* Career development opportunities with a business that values growth and contribution
* Convenient north-west Melbourne location
Skills and Experience
* Proven experience in a similar management level role
* Experience using and optimising CRM systems (Zendesk preferred)
* Strong order processing, returns and credit management knowledge
* Excellent written and verbal communication skills
* High level of attention to detail, time management, and team-building ability
* Background in consumer products or technical environments highly regarded
Company Culture
This is more than just a job — it's a chance to build a career with a business that values integrity, innovation, and its people. You'll be supported to grow professionally and make a meaningful contribution to a team that works collaboratively and celebrates success.