Add expected salary to your profile for insightsAbout the RoleWe’re seeking a confident, capable Sales Operations Manager to lead our frontline customer service function. You'll manage a high-performing team of parts interpreters and customer service representatives, ensuring enquiries and quotes are handled with urgency, accuracy, and commercial focus.You’ll take ownership of service team performance, drive process improvements, and implement a structured quote follow-up program to increase conversion rates and enhance the overall customer experience.Key ResponsibilitiesLead, Manage, Hold Team Accountable: Provide direction, coaching, and structured leadership across the Customer Service teamOn-Time Case Completion (OTCC): Ensure customer service cases are resolved promptly and professionallyParts Interpreting Oversight: Support and guide the interpreting team to ensure accurate technical advice and timely quotingQuote Follow-Up Program: Manage a follow-up process to improve quote conversion rates, customer experience, and maximise opportunity captureCustomer Satisfaction (NPS): Monitor and uplift Net Promoter Score through consistent communication and service deliveryDIFOT Tracking: Own delivery performance visibility and proactively escalate issues that could impact customer due datesSales Support Enablement: Act as the operational link between sales, warehouse, and dispatch to ensure smooth order processingProcess Improvement: Identify bottlenecks and lead initiatives to streamline service delivery and reduce turnaround timesTeam Development: Coach and build team capability, focusing on responsiveness, accuracy, and commercial thinkingAbout YouYou see every quote and customer interaction as an opportunity to win. You’re driven, organised, and confident in leading both people and process to deliver exceptional service and commercial outcomes.You bring:A proactive approach to quote follow-up and conversion performanceExperience leading a customer service or sales operations teamStrong understanding of parts interpreting, quoting workflows, and customer decision driversConfidence holding teams accountable while coaching for successOperational discipline, systems awareness, and customer-first thinkingWhat You’ll LoveLeading a capable team with high standards and strong technical knowledgeA values-driven business focused on performance, care, and improvementA clear opportunity to drive revenue impact through better service and quote conversionSystems, support, and autonomy to make measurable improvementsNote: Only shortlisted candidates will be contacted.How do your skills match this job?Sign in and update your profile to get insights.Your application will include the following questions:Which of the following statements best describes your right to work in Australia?How many years' experience do you have as a Sales Operations Manager?Do you have customer service experience?
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