Our Client is a global manufacturing business with a well-established operation across Australia and New Zealand, with a strong reputation for delivering high-quality products and customer outcomes. With multiple projects running concurrently and a diverse stakeholder group spanning Sales, Product Marketing, Project Operations and Supply Chain & Logistics, the environment is fast-paced, commercially focused and customer-centric.
*The Role* of Customer Service Manager will lead and develop a team of 7–8 customer service professionals, driving service excellence across the ANZ region. This is a hands-on leadership role responsible for overseeing daily operations, managing escalations, improving processes and ensuring agreed service levels are consistently achieved. You will act as the key conduit between customers and internal departments, using customer insights and data to influence operational and commercial outcomes. The role will also require involvement in day-to-day transactional and operational tasks where required, ensuring seamless delivery during peak periods or complex project activity.
Key responsibilities include:
* Leading, mentoring and developing the customer service team to deliver consistently high standards
* Monitoring performance, coaching individuals and conducting regular evaluations
* Managing escalated issues and resolving complex complaints in a timely, professional manner
* Driving process improvements across customer service operations
* Partnering closely with Sales, Marketing, Operations and Supply Chain to ensure alignment
* Maintaining accurate CRM records and reporting on key customer metrics
* Analysing performance data to identify trends and improvement opportunities
* Ensuring compliance with company policies, procedures and agreed SLAs
We're looking fora proven Customer Service Manager who can balance people leadership with operational execution. You will bring:
* Demonstrated experience leading and developing a customer service team
* Ideally a background in Manufacturing / B2B environment
* Strong leadership capability with the ability to motivate and inspire
* Exceptional communication and stakeholder management skills
* A customer-first mindset with strong problem-solving capability
* Experience working with ERP systems (SAP highly regarded)
* Proficiency in CRM systems and reporting tools
* Strong analytical skills with attention to detail
* The ability to operate in a fast-paced environment and manage competing priorities
* Resilience and composure under pressure
What's on Offer
* A leadership role with regional scope across ANZ
* Direct influence on customer experience and service strategy
* A collaborative, cross-functional environment with senior stakeholder exposure
* The opportunity to drive tangible process improvement initiatives
* A business that values continuous improvement and operational excellence
Please click APPLY NOW or to find out more, reach out to Conor Hayden on or at
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