KW Partners is conducting this search on behalf of a well-established, Australian-owned business operating in the technology and promotional products space. With over 30 years of trading history and a strong reputation in its sector, our client is a specialist importer and wholesaler with an end-to-end order management operation.
This is a newly scoped full-time role for someone who takes real ownership of the customer and operational experience, someone who can manage a live order queue across multiple stakeholders, keep everything moving without being chased, and stay composed when priorities shift.
The Role
As Customer Success Manager, you are the central coordination point between customers, the warehouse, the art and production teams, offshore suppliers, and freight providers. You own the complete order lifecycle, from entry through to delivery, and are accountable for accuracy, timing, and communication at every stage.
This is an operational role, not a strategic one. It suits someone who is process-driven, highly organised, and derives genuine satisfaction from running a clean, responsive operation.
What You Will Be Responsible For
Customer Communication
* Manage all inbound customer enquiries, providing same-day responses
* Issue order confirmations, delivery estimates, and proactive delay notifications
* Provide quotes to prospective and existing customers
Order Processing and Management
* Accurately enter all orders into FileMaker and MYOB and send to the relevant supplier or printer
* Liaise with the offshore supply chain to confirm on-time dispatch
* Reconcile and verify supplier invoices
Warehouse and Dispatch Coordination
* Coordinate stock availability, allocation, and staging for dispatch
* Manage courier selection, shipping labels, freight documentation, and tracking
* Coordinate staging and booking of inbound stock from overseas
* Ensure goods move to dispatch on schedule and documentation is complete before leaving the warehouse
* Resolve address errors, missing contact details, and incomplete delivery instructions before dispatch
* Manage urgent and priority orders, notifying warehouse and production immediately
* Coordinate re-routing or replacement dispatch following courier failures
* Manage trade show and convention centre delivery requirements
What We Are Looking For
Experience
* Minimum 2 years in a customer service, administration, or operations coordination role
* Background in a product-based business — promotional products, manufacturing, wholesale, or distribution preferred
* Exposure to warehouse or freight coordination is a strong advantage
* Experience working across a CRM/ERP and a separate accounting platform simultaneously
Systems
* Proficient in FileMaker or equivalent CRM (order entry, production tracking, artwork workflows, dispatch documentation)
* Proficient in MYOB or equivalent accounting software (invoicing, purchase orders, debtor accounts)
* Comfortable with courier portals, label printing, and standard dispatch documentation tools
Personal Attributes
* Highly organised — able to manage 15 to 20 active orders at different stages without losing track
* Detail‐oriented — catches errors in addresses, pricing, and order data before they cause problems downstream
* Proactive communicator — initiates follow‐up before deadlines are missed rather than waiting to be chased
* Composed under pressure — prioritises correctly when multiple orders need attention simultaneouslyOwnership mentality — treats every order as personally responsible from receipt through to delivery
* Commercially aware — understands that late deliveries and order errors have real consequences for the business and its customers
The Opportunity
This is a stable, full-time on‐site role within a business that has been operating successfully for over three decades. The role sits at the centre of operations and carries genuine day‐to‐day accountability. For someone who values structure, process, and seeing their work directly reflected in customer outcomes, it is a strong fit.
Expressions of Interest
This search is being managed exclusively by KW Partners. All enquiries and applications are treated in confidence.
Please contact KW Partners directly to express interest or request further information.
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