Customer Service Manager

This position combines hands-on leadership, operational oversight and customer engagement, making it ideal for someone who enjoys building high-performing teams and improving processes in a growing business.

Our client is a well-established Australian manufacturer and distributor serving the construction, industrial and building materials sectors. With a strong reputation for quality products, responsive service and reliable supply, the business has built long-term relationships with customers across a range of commercial and residential markets. Backed by experienced leadership and a commitment to continuous improvement, the company is experiencing ongoing growth and is investing in its people, processes and customer experience.

Description

Leadership & Team Development

• Provide day-to-day leadership, guidance and support to the customer service team, setting clear expectations and leading by example.


• Manage team capacity and workflow distribution to ensure customer requests, quotations and orders are handled efficiently.


• Foster a culture of accountability, collaboration and exceptional customer care.


• Conduct coaching sessions, performance reviews and ongoing development initiatives for team members.


• Track and report on team performance, ensuring service targets and operational objectives are achieved.


• Identify areas for skills development and implement training programs that enhance team capability.


• Oversee recruitment activities, induction programs and employee performance management processes.

This position combines hands-on leadership, operational oversight and customer engagement, making it ideal for someone who enjoys building high-performing teams and improving processes in a growing business.

Client Details

Our client is a well-established Australian manufacturer and distributor serving the construction, industrial and building materials sectors. With a strong reputation for quality products, responsive service and reliable supply, the business has built long-term relationships with customers across a range of commercial and residential markets. Backed by experienced leadership and a commitment to continuous improvement, the company is experiencing ongoing growth and is investing in its people, processes and customer experience.

Description

Leadership & Team Development

• Provide day-to-day leadership, guidance and support to the customer service team, setting clear expectations and leading by example.


• Manage team capacity and workflow distribution to ensure customer requests, quotations and orders are handled efficiently.


• Foster a culture of accountability, collaboration and exceptional customer care.


• Conduct coaching sessions, performance reviews and ongoing development initiatives for team members.


• Track and report on team performance, ensuring service targets and operational objectives are achieved.


• Identify areas for skills development and implement training programs that enhance team capability.


• Oversee recruitment activities, induction programs and employee performance management processes.

Customer Experience & Operational Support

• Ensure customers receive timely, accurate and professional assistance across phone and email channels.


• Develop strong relationships with clients, becoming a trusted point of contact for key accounts when required.


• Manage escalated customer concerns and complaints, delivering effective resolutions that protect customer relationships.


• Supervise the accurate processing of orders and ensure complex transactions are completed correctly within business systems.


• Work closely with internal sales teams to support revenue-generating activities, prepare quotes and improve the overall customer journey.


• Contribute ideas and initiatives that streamline processes and enhance service delivery standards.

Profile

About You

To be successful in this role, you will bring:

• At least three years' experience leading customer service teams, either as a Customer Service Manager, Team Leader or senior customer service professional.


• Demonstrated success in creating efficient processes and improving operational workflows.


• The confidence to work autonomously while providing direction and support to a developing team.


• Strong problem-solving skills and a proven track record of handling complex customer issues and dispute resolution.


• Exceptional attention to detail, particularly when managing high-value or technically complex orders.


• Excellent organisational and time-management skills, with the ability to juggle competing priorities.


• Strong communication and relationship-building skills, with the ability to influence stakeholders at all levels.


• Solid systems experience, including CRM platforms and ERP software. SAP exposure will be highly regarded.


• Previous experience within steel, roofing, sheet metal, building materials or a related industrial sector will be viewed favourably.

Job Offer

What's In It For You?

• The chance to make a genuine impact within a growing business.


• A leadership position where you can shape team performance and customer outcomes.


• Ongoing opportunities for personal and professional development.


• A supportive and results-driven environment that values initiative and achievement.