We're partnering with a global, market‐leading organisation within the manufacturing and product distribution space, based in Minto, to recruit a Customer Service Manager.
This is a well‐established, B2B business supplying into commercial markets, with a strong focus on customer experience, operational excellence and supply chain delivery. The business is highly regarded in its sector, known for its innovation, sustainability focus and long‐standing presence in the Australian market.
This is a fantastic opportunity to step into a high‐impact leadership role, where you will take ownership and lead the customer service function, with the opportunity to shape team performance, improve processes and enhance the overall customer experience.
About the Role
Reporting into the Vice President, you will be responsible for the end‐to‐end customer service and order management function, ensuring a seamless customer experience while supporting strong commercial outcomes.
Operating within a supply chain and distribution‐heavy environment, this role will see you working closely with logistics, warehouse and production teams to ensure orders are delivered accurately and on time.
You will lead a team of 7 Customer Service Representatives, taking ownership of team performance, culture and development, while providing day‐to‐day support, direction and mentorship, as well as driving improvements across systems and reporting.
Key responsibilities include:
* Leading, coaching and developing the customer service team,
* Overseeing order management end‐to‐end – order entry, delivery coordination, returns, credits and customer enquiries
* Owning and delivering regular reporting and insights across orders, performance and service levels to support decision‐making
* Establishing and driving KPIs, service levels and team accountability
* Working closely with internal stakeholders across Sales, Planning, Production, Finance and Warehouse
* Identifying and implementing process improvements to enhance efficiency and customer outcomes
* Acting as a key point of escalation and remaining hands‐on in day‐to‐day operations when needed
About You
You bring:
* 5+ years' experience in a customer service leadership role within a fast‐paced, product or operational environment
* Strong experience across order management, logistics or supply chain environments
* Proven ability to lead teams, build accountability and improve performance
* Confidence managing team dynamics, performance and difficult conversations
* Strong systems capability (CRM/ERP) and confidence with reporting and Excel
* A proactive, solutions‐focused approach with the ability to question, improve and take ownership
Why This Role?
* Global, NASDAQ‐listed organisation and market leader in their space
* Known for being a pioneer in sustainability, with a strong focus on innovation
* Well‐established in Australia with a strong customer base and long‐standing reputation
* Supportive, down‐to‐earth culture with a highly regarded leadership team
* $100,000 – $110,000 + Super + 10% bonus (consistently achieved)
* $250 gym subsidy
* Health insurance discounts
* Free onsite parking
* Social events, BBQs and team initiatives
* Hybrid working available (with initial onsite presence to embed in the team)
* Genuine opportunity to make an impact and shape team culture and performance
Next Steps
If you're looking for a role where you can step into a leadership position, make a real impact and join a well‐regarded global business - apply now
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