Customer Experience Manager

HR Staff n' Stuff; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

HR Staff n’ Stuff is seeking an experienced Customer Experience Manager to lead our Customer Service team, delivering a responsive, professional customer experience from order through to delivery, warranty and after-sales support, on-site in Dandenong South.

You’ll lead the team, oversee accurate and timely order processing, manage customer issues and escalations, and ensure proactive communication when things don’t go to plan.

Qualifications

• Experience leading a Customer Service or Customer Experience team.
• Strong order processing and customer relationship management experience.
• Excellent communication, organisation and problem-solving skills.
• Confidence managing complaints, escalations and challenging situations.
• Strong attention to detail and a high level of accuracy.
• Ability to manage competing priorities in a fast-paced environment.
• Strong ERP and/or CRM system skills.
• A collaborative, solutions-focused approach.

Responsibilities

• Lead and develop the Customer Service team, managing workloads, performance and service levels.
• Ensure customer orders are processed accurately and on time.
• Monitor outstanding orders and proactively manage delays, changes and customer expectations.
• Build strong customer relationships and resolve escalated issues and complaints.
• Oversee warranty claims through to resolution, keeping customers informed.
• Coordinate with internal teams to ensure production, supply and delivery commitments are met.
• Monitor key customer service metrics, including response times, order accuracy and delivery performance.
• Drive process improvements to reduce errors, delays and enhance the customer experience.

Skills

Customer Experience

Team Leadership

ERP CRM

Order Processing

Stakeholder Mgmt

Job description

Lead the team. Own the customer experience. Make things happen.

About the Opportunity

At HR Staff n’ Stuff, we partner with a diverse range of businesses to provide practical, tailored HR support, from people strategy and employee relations through to helping great businesses attract and recruit exceptional talent.

We’re excited to be partnering with an outstanding organisation to find their next key team member, someone who will bring their skills, experience and enthusiasm to a role where they can make a genuine impact.

Could this be your next career move?

Read on to discover more about our client, the opportunity and what makes this role such an exciting one.

About the role

We're looking for an experienced Customer Experience Manager to lead our Customer Service team and deliver a responsive, professional customer experience from order through to delivery, warranty, and after‑sales support, on‑site in Dandenong South.

You’ll lead the team, oversee accurate and timely order processing, manage customer issues and escalations, and ensure proactive communication when things don’t go to plan.

Working closely with Sales, Production, Planning, Warehouse, Logistics, Finance, Warranty and Procurement, you’ll ensure customer requirements are clearly understood, communicated and delivered.

Key responsibilities

Lead and develop the Customer Service team, managing workloads, performance and service levels.

Ensure customer orders are processed accurately and on time.

Monitor outstanding orders and proactively manage delays, changes and customer expectations.

Build strong customer relationships and resolve escalated issues and complaints.

Oversee warranty claims through to resolution, keeping customers informed.

Coordinate with internal teams to ensure production, supply and delivery commitments are met.

Monitor key customer service metrics, including response times, order accuracy and delivery performance.

Drive process improvements to reduce errors, delays and enhance the customer experience.

About you

Experience managing a Customer Service or Customer Experience team

Strong order processing and customer relationship management experience

Excellent communication, organisation and problem‑solving skills

Confidence managing complaints, escalations and challenging situations

Strong attention to detail and a high level of accuracy

The ability to manage competing priorities in a fast‑paced environment

Strong ERP and/or CRM system skills

A collaborative, solutions‑focused approach

Why Should You Join Our Team

Lead and develop a dedicated Customer Service team

Make a real impact on customer experience and business operations

Work across a broad range of departments and influence positive change

Be part of a collaborative, customer‑focused environment

Opportunity to improve systems, processes and ways of working

A role with genuine ownership, responsibility and variety

Thank you for your interest in our role. Please note that only shortlisted candidates will be contacted.