Customer Service Manager

Are you a natural leader who thrives on building high-performing teams and delivering standout customer experiences? Our client, a global manufacturing powerhouse, is looking for an experienced and transformational Customer Service Manager to join their offices in Minto, NSW. In this key role, you’ll lead the customer service team, oversee the entire order journey, and collaborate across the business to make the customer service a true market advantage. If you love solving problems, optimising processes, and motivating others to do their best work, this is a great opportunity for you. This role offers fantastic flexibility with 2 days work from home. The office is in close proximity to the train station and has a big car park onsite.

As Customer Service Manager, you will oversee all aspects of customer order management, ensuring the seamless coordination of production timing with delivery schedules, accurate order entry, and prompt resolution of queries. You’ll partner closely with sales, marketing, planning, production, quality, finance, and warehouse teams to ensure customer needs are met and exceeded.

Key responsibilities include:

• Leading and mentoring a team of seven Customer Service Representatives, providing training, coaching, and career development support.

• Driving commercial results through proactive order management, delivery coordination, and optimising shipping schedules.

• Ensuring order accuracy in line with SOX requirements, managing credits, returns, and stock procurement.

• Producing and analysing reports on sales history, invoicing forecasts, trends, and order status.

• Building strong relationships with customers, handling feedback professionally, and proactively communicating on delays or issues.

• Driving process improvements to enhance service levels, reduce costs, and improve working capital.

• Promoting a culture of safety, quality, and continuous improvement within the team.

Qualifications & Experience:

• Minimum 5 years’ experience in a similar role, ideally within a fast-paced, customer-focused environment.

• Proven leadership skills with experience managing and developing teams.

• Strong CRM knowledge (Salesforce preferred), with ERP experience (JDE/SAP desirable).

• Advanced Excel skills and attention to detail in data entry.

• Excellent communication, planning, and problem-solving abilities.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.

To apply please click apply or call Ksenia Varaksina on 02 8289 3213 for a confidential discussion.