Customer Service Manager

Customer Service Manager

• Permanent Role
• $75k-$85k PA
• East Trinity QLD

POSITION

We have a full-time position for a Customer Service Manager available in East Trinity, Qld 4871.

SKILLS

The role requires you to have at least a relevant AQF (or equivalent) Diploma and at least one year of relevant work experience. At least three years of relevant experience may substitute for the formal qualification.

RESPONSIBILITIES

Your role as Customer Service Manager is to oversee the daily operations of the customer service function, ensuring a high standard of service delivery and customer satisfaction. You will supervise and support staff, manage customer enquiries and complaints, develop and implement service procedures, monitor performance outcomes, and identify opportunities for improvement. The position also involves coordinating with other departments, maintaining service standards, and ensuring compliance with company policies and relevant regulatory requirements.

DUTIES

• Deliver and oversee exceptional customer service across all channels of the business
• Act as the first point of contact for customer enquiries and service-related matters
• Ensure all customer enquiries are responded to in a timely and professional manner in line with service standards
• Oversee telephone sales operations and customer engagement strategies
• Supervise and manage shared customer communication channels, ensuring efficient workflow and minimal outstanding items
• Manage and lead the office sales operations to achieve service and performance targets
• Mentor, train and develop the office team to improve customer service capability and outcomes
• Work closely with warehouse teams to improve service delivery, order accuracy and overall customer experience
• Identify, develop and implement process improvements to enhance customer service performance
• Oversee the processing of sales orders, credits, quotations and backorders to ensure compliance with company policies
• Ensure customers receive accurate information and support to maintain high satisfaction levels
• Monitor outstanding sales orders in coordination with warehouse teams to drive operational efficiency
• Provide leadership support and guidance to sales staff in resolving customer queries
• Oversee customer account management, including issuing statements and managing overdue accounts in accordance with company procedures
• Supervise the processing of customer rebates
• Oversee receipt processing for the sales team
• Supervise stock purchase order processing and inventory receipting procedures
• Oversee the coordination of national and international freight and incoming shipments
• Review freight manifests and invoices for accuracy and compliance
• Monitor cash book entries and bank reconciliations relevant to customer service operations
• Oversee new customer account setup and trade reference checks
• Collaborate with marketing on customer engagement and communication initiatives
• Assist in overseeing payroll coordination
• Supervise accounts payable processing, including foreign currency invoices
• Ensure proper filing, record keeping and documentation standards are maintained
• Oversee general office administration and workplace standards
• Perform other managerial duties as directed

ADDITIONAL ATTRIBUTES

• Strong leadership skills with the ability to mentor, coach and develop customer service staff
• Highly developed written and verbal communication skills
• Ability to document processes and implement operational improvements
• Advanced computer skills, including Microsoft Office and accounting/ERP systems
• Excellent organisational, time management and priority-setting skills
• High level of attention to detail and accuracy
• Strong commitment to delivering exceptional customer service standards
• Excellent interpersonal and stakeholder management skills
• Professional, proactive and adaptable approach, demonstrating initiative and accountability
• Ability to understand technical concepts and communicate them clearly to customers and team members
• Strong teamwork skills with the ability to operate independently at a managerial level

SALARY

The salary offered will be $75,000 - $85,000 per annum negotiated based on your experience.

TO APPLY

Applications in Word format should be forwarded to us by clicking the ‘Apply’ button below.