Customer and Sales Support Manager

Jackson People Solutions; Adelaide; On-site; AUD 90,000 - 120,000; Full time

Job summary

Jackson People Solutions seeks a Customer and Sales Support Manager to lead service and sales support across the Australian operation, driving exceptional customer experiences in a dynamic FMCG environment. You will align service delivery with policies, budgets, and core values while building a capable team and SLAs to meet daily and monthly targets.

Reporting to the General Manager, you will champion continuous improvement, orchestrate workflow systems, and ensure engaging stakeholder

Qualifications

• Experience leading Customer Service or Sales Support teams.
• Strong verbal and written communication with internal and external stakeholders.
• Proven ability to coach and mentor in a high-pressure environment.
• Experience using customer service systems to manage and enhance customer experience.

Responsibilities

• Define, lead, and improve service models for Customer Service and Sales Support with measurable performance.
• Lead the team through coaching and mentoring to build operational capability and customer-first ethos.
• Collaborate with leadership to determine and develop SLAs.
• Develop and implement workflow management systems for reporting and efficiency gains.
• Regularly review business effectiveness to strive for best practice in service delivery.
• Drive changes to support new business strategies and requirements.
• Analyze team performance to identify training needs and ensure targets are met.
• Act as escalation point for complex inquiries and resolve issues per policies and budgets.

Skills

Customer service leadership

Communication

Coaching & mentoring

Change management

Attention to detail

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 a centre of care and excellence for its customers with both an operational and strategic intent striving for industry best 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 best practice 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 external stakeholders.
• 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 of accuracy and efficiency.
• Ability to apply critical thinking skills and demonstrate continuous process improvement.
• Expertise in utilising customer service systems to manage and enhance customer experience.