About the company:

Our client is a well-established and globally recognised organisation operating within industrial products. With a portfolio of trusted brands and a strong presence across Australia and international markets, they have built a reputation for delivering innovative, high-quality products and exceptional customer support.

Due to an exciting period of transformation and growth, they are seeking an experienced Customer Service Manager to lead their customer service and service operations teams.

About the role: 

Reporting to the Operations Manager, you will be responsible for leading and developing the Customer Service and Service teams, ensuring exceptional customer experiences while driving operational efficiencies and continuous improvement.

This is a hands-on leadership role where you will oversee day-to-day customer service operations, manage team performance, improve processes and work closely with internal stakeholders to support business growth.

Key Responsibilities:

• Lead, coach and develop the Customer Service and Service teams
• Drive a high-performing customer-focused culture
• Manage customer enquiries, escalations and complaint resolution
• Ensure timely processing of orders and service requests
• Identify and implement process improvements to increase efficiency
• Support sales initiatives, promotions and customer engagement activities
• Monitor team performance and service delivery metrics
• Collaborate with Operations, Sales and Product teams to improve customer outcomes
• Oversee repair, warranty and service administration activities

About You:

• Proven experience leading a customer service or internal sales team
• Strong people leadership and coaching capabilities
• Experience managing customer escalations and complex enquiries
• Process improvement and continuous improvement mindset
• Excellent communication and stakeholder management skills
• Strong organisational and problem-solving abilities
• Experience using ERP or CRM systems (Navision, Dynamics or similar highly regarded)
• Background within manufacturing, industrial, technical, trade or product-based environments will be highly advantageous & preferred 
• Minimum 5 years experience within an existing Customer Service Management role 

What's on Offer:

• Leadership opportunity within a growing organisation
• Supportive and collaborative team environment
• Stable business with strong market presence
• Opportunity to influence process improvements and team performance
• Competitive salary package
• Free Onsite Parking 
• Long tenured team - an amazing culture ! 

If you are a customer service leader who enjoys driving team performance, improving customer outcomes and creating operational efficiencies, we would love to hear from you.

How to Apply:

Click APPLY now or contact Jenny Hiep (*****@fourquarters.com.au) at FourQuarters Recruitment for a confidential discussion.

Please note: Only shortlisted candidates will be contacted.

Important: Please include your suburb of residence on your resume when applying.