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We are a privately owned company operating Nationally. We are the leading distributors of fresh produce in the food service sector. Over the past 10 years we have enjoyed an exciting expansion and are preparing for the next phase of ourevolution. This is the perfect time to join our company as we have many exciting projects to roll out across the group.
About the role
As the Customer Service Manager, you will play a pivotal leadership role in delivering and continuously improving our exceptional customer experience. You will be responsible for leading our Customer Service team, driving performance outcomes, managing service delivery, and ensuring consistent, high-quality interactions with both internal and external customers. This role combines operational excellence, people leadership, and a customer-centric mindset to support the company’s strategic objectives.
This role is based in Lidcombe with onsite parking available.
Convenient location with onsite parking available and a short 12-minute walk to Sydney Olympic Park Station.
Paid Parental Leave (3 weeks for primary carers, 1 week for secondary carers)
Order & receive fresh produce at a discounted price.
The list below is not exhaustive, and the duties/responsibilities may vary to meet the overall objectives of the company.
Lead, coach, and mentor a team of Customer Service Representatives and Team Leaders.
Foster a high-performance, customer-obsessed culture within the team.
Monitor team performance using clearly defined KPIs (e.g. missed call rate, customer response times, etc.), and drive accountability with coaching, dashboards, and structured regular reviews.
Oversee training and onboarding of new team members, ensuring alignment with technical ability, service standards and company values.
Operational Management
Manage daily operations of a 7-day Customer Service team, ensuring coverage during peak periods and time-sensitive routines like early-morning dispatch notifications.
Oversee real-time use of ticketing systems and cloud-based telephony to manage workflow and service responsiveness.
Implement and maintain processes that ensure timely communication of delivery issues, substitutions, and order changes.
Ensure visibility and proactive communication around ETAs, delivery exceptions, and product substitutions, working closely with the logistics team.
Maintain and monitor core KPIs including first response time, call abandonment rate, customer complaint resolution time, and service-related credits.
Customer Experience Excellence
Use service data (call logs, ticketing, delivery feedback, order error trends) to drive initiatives that improve customer satisfaction, reduce rework, and elevate first-contact resolution.
Oversee proactive outbound communication (e.g. order issues, ETA updates) using templated workflows and cloud-based tools.
Resolve complex or escalated customer concerns with a focus on sustainable solutions and continuous improvement.
Drive process improvements by identifying inefficiencies and collaborating with cross-functional teams to implement solutions.
Act as the final escalation point for service issues, using sound judgment and calm under pressure to resolve complex situations.
Stakeholder Engagement
Build and maintain strong working relationships with internal departments including Sales, Logistics, and Operations.
Represent the voice of the customer internally to support product, process, and policy improvements.
Collaborate with Sales and Commercial teams to ensure service performance supports customer retention, upselling opportunities, and complaint reduction targets.
Analyse customer service metrics and produce regular performance and trend reports for senior leadership.
Identify root causes of recurring issues and implement preventative measures.
Promote a culture of continuous improvement and champion best practices in customer service.
Knowledge and Experience
The ideal candidate is highly motivated, engaging, and customer-centric, with a relentless focus on delivering exceptional service. They thrive in a fast-paced team environment and can multitask, prioritise, and work autonomously.
A minimum of 3–5 years’ experience in a customer service leadership role, preferably in FMCG, foodservice, or logistics. Formal qualifications in Business, Management, or a related field are desirable but not essential.
Proven leadership experience in a customer service, contact centre, or similar environment.
Demonstrated ability to manage teams in a fast-paced, high-volume setting.
Experience with ticketing systems, CRM, or ERP software.
Excellent communication, negotiation, and conflict-resolution skills.
Strong organisational and time management capabilities.
Ability to think strategically while remaining hands-on in daily operations.
Demonstrated success in improving processes and driving operational efficiency.
A proven commitment to delivering high-impact customer experiences.
Experience in the foodservice, FMCG, or perishable goods industry is highly regarded.
How to apply
If you like the sound of us and you have the skills, experience and motivation to succeed in this role thendon't miss thisopportunity to become part of the team. APPLY NOW!
All applications will be treated as strictly confidential. Thank you in advance for your interest.
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