Customer Service Manager

We’re partnering with an international blue-chip organisation in South Western Sydney to recruit an experienced Customer Service Manager to lead their busy customer service team. This is a high-profile role where customer service and operational excellence directly impact business outcomes.

About the Role
Reporting to senior leadership, you will be responsible for all aspects of order management, ensuring a seamless customer experience while optimising commercial results. You will lead a team of Customer Service Representatives (8) providing mentorship, guidance, and operational oversight, as well as driving process improvement, reporting, and system efficiencies.

Key responsibilities include:

• Overseeing order entry, deliveries, returns, credits, and customer inquiries via phone and email.
• Leading the customer service team, including training, mentoring, and performance management.
• Driving service level improvements and establishing clear KPIs and metrics.
• Collaborating with internal teams – Sales, Marketing, Planning, Production, Finance, Warehouse – to deliver consistent outcomes.
• Managing continuous improvement initiatives, particularly around customer experience and operational efficiency.

About You The ideal candidate will bring:

• 5+ years’ experience in a customer service management role in a fast-paced commercial or product-based environment.
• Strong experience with CRM systems, ERP systems, and advanced Excel skills.
• Demonstrated ability to lead a team, communicate effectively, and make informed decisions under pressure.
• A customer-focused mindset, with the ability to balance operational priorities with commercial outcomes.
• Polished and professional demeanour with excellent oral and written communication skills.

You will thrive in a fast-paced environment, where collaboration, problem-solving, and leadership are key. Previous experience in call centre or high-volume customer service teams is highly regarded.

Why This Role?

• Lead a dedicated and high-performing team in a supportive environment.
• Enjoy a competitive salary, generous bonus structure, and a range of benefits including on-site parking, health insurance discounts, social events, and flexible work arrangements.
• Excellent opportunity for career progression within a global organisation.