Customer and Sales Support Manager

Jackson People Solutions; Adelaide; On-site; AUD 90,000 - 130,000; Full time

Job summary

Jackson People Solutions in Adelaide is seeking a Customer and Sales Support Manager to drive exceptional service and sales support across the Australian operation. You will lead a team, shape service delivery, and partner with leadership to implement effective SLAs and process improvements.

The role focuses on operational excellence and strategic initiatives to strengthen customer relationships and drive sustainable growth within FMCG sectors.

Qualifications

• Experience leading a Customer Service or Sales Support team.
• Strong communication with internal and external stakeholders.
• Proven ability to coach, mentor and drive change in a high-pressure environment.
• Detail oriented with accuracy and efficiency.

Responsibilities

• Define, lead, and improve service models for Customer Service and Sales Support.
• Lead a high performing team through coaching to support a customer-first ethos.
• Develop agreed Service Level Agreements (SLA’s) with leadership.
• Implement workflow management and reporting to identify efficiency gains.
• Review business effectiveness and pursue best-practice delivery.
• Champion new strategies to meet evolving business requirements.
• Monitor team performance and address training needs and targets.
• Serve as escalation point for complex inquiries in line with policies and budgets.

Skills

Leadership

Customer Service

Sales Support

Coaching

Stakeholder management

Process improvement

Job description

A market leader in their specialist FMCG field, this long standing and reputable organisation has enjoyed extensive growth in Australia and overseas. The dynamic and innovative approach adopted by the company has resulted in significant market share over their diverse range of sectors. An outstanding new leadership opportunity has arisen for a highly driven Customer and Sales Support Manager to continue the impressive growth of the business within their Australian Operation.

Reporting to the General Manager, this critical role will lead the development and delivery of exceptional customer service and sales support experiences across the group, aligned with company policies, procedures, budgets, and core values. The key drivers for the role will be centered around the desire to be acentre of care and excellence for its customers withboth an operational and strategic intent striving for industrybest practice.

Key Responsibilities

• Define, lead, and continuously improve service models for Customer Service and Sales Support, ensuring consistency and measurable performance.
• Lead the high performing team through coaching and mentoring to build and grow operational capability to support a customer first ethos.
• Working in consultation with the leadership team to determine and develop agreed Service Level Agreements (SLA’s).
• Develop and implement workflow management systems to assist with identifying efficiencies through reporting and key metrics.
• Consistently review business effectiveness with a view to strive for bestpractice in service and operational delivery.
• Be a champion of change to support and implement new strategies to business requirements.
• Analyse team performance on a regular basis to ensure staff are meeting daily and monthly targets - identify training requirements and implement accordingly.
• Act as the escalation point for complex enquiries and issues, resolving them in line with policies and budgets.

Key Skills & Background

• Demonstrated experience in a Customer Service or Sales Support leadership role.
• Strong verbal and written communication skills with the ability to maintain effective relationships with internal and externalstakeholders.
• Proven ability to coach and mentor employees and lead change within a high-pressure environment.
• Strong attention to detail and ability to work with a high degree ofaccuracy and efficiency.
• Ability to apply critical thinking skills and demonstrate continuousprocess improvement.
• Expertise in utilising customer service systems to manage and enhance customer experience.