Customer Service Manager

Criterion Industries; Blacktown; On-site; AUD 70,000 - 100,000; Full time

Job summary

Criterion Industries is seeking an experienced Customer Service Team Leader in NSW to drive high-quality customer experiences and build a high-performing team. You will lead daily operations, coach staff, and manage key accounts while collaborating with sales, operations and suppliers to grow revenue.

The role emphasizes process improvement, training, and performance reviews within a fast-paced manufacturing environment. An energetic, team-focused culture awaits in our Glendenning area office.

Qualifications

• Proven experience leading a customer service team.
• Strong communication and relationship-building abilities.
• Ability to thrive in a fast-paced environment and juggle competing priorities.
• Proficiency with CRM and ERP systems (Salesforce, Business Central).

Responsibilities

• Lead, motivate and support the Customer Service team.
• Manage daily workflows and team workloads.
• Handle customer escalations and complex issues.
• Coach team members through regular feedback and one-on-one meetings.
• Build strong relationships with key customer accounts and act as a link between customers, sales, operations and suppliers.
• Ensure accurate capture of customer interactions in Salesforce.

Skills

People leadership

Coaching

Customer service

Relationship building

Communication

Tools

Salesforce CRM

ERP (Business Central)

Job description

At Criterion, we don’t just offer jobs - we build careers. As a fast-growing, family-owned company with over 40 years in the industry, we take pride in delivering high-quality aluminium partitioning systems, sliding systems, doors, and hardware accessories to the commercial and residential building sectors.

Our culture is Energetic, Committed, and United - values that drive us every day. You’ll feel it the moment you step into our vibrant, modern head office in Glendenning (Western Sydney), NSW. We’re looking for driven individuals who want to be part of a structured, high-performance team, where success is recognised, and contributions are celebrated at every opportunity.

We're looking for an experienced Customer Service Team Leader who is passionate about delivering outstanding customer experiences, developing high-performing teams, and driving results.

Why Join Criterion?

• Monday to Friday role (no weekends)
• Career growth in a fast-growing business
• Supportive, energetic, and team-focused culture

About the Role

As our Customer Service Team Leader, you'll lead and support our Customer Service team, ensuring exceptional service, efficient case management, and strong team performance.

You’ll be the go-to person for customer escalations, team coaching, and workflow management, while also managing key customer accounts and helping drive business growth.

What You'll Be Doing

• Leadership & Team Management
• Lead, motivate, and support the Customer Service team
• Manage daily workflows and team workloads
• Handle customer escalations and complex issues
• Coach team members through regular feedback and one-on-one meetings
• Identify training and development opportunities
• Improve processes to enhance customer experience and team efficiency
• Support onboarding, training, and performance review activities
• Customer & Account Management
• Build strong relationships with key customer accounts
• Act as the link between customers, sales, operations, and suppliers
• Provide timely updates on orders and enquiries
• Ensure all customer interactions are accurately captured in Salesforce
• Follow up quotes, projects, and opportunities
• Help convert opportunities into orders
• Identify growth opportunities within existing accounts
• Promote new products and support new customer onboarding
• Contribute to achieving sales and revenue targets
• Administration & Systems
• Maintain accurate records in Salesforce and Business Central
• Process orders and quotations
• Complete customer follow-ups and outbound calls
• Escalate issues when required

What We're Looking For

• Proven experience leading a customer service team
• Strong people leadership and coaching skills
• Exceptional communication and relationship-building abilities
• Ability to thrive in a fast-paced environment and juggle competing priorities
• Strong problem-solving and decision-making skills
• Confidence using CRM and ERP systems
• A proactive, accountable, and results-driven mindset

Highly Desirable

• Experience within manufacturing, building products, construction, industrial, or wholesale distribution industries
• Experience with Salesforce or similar CRM systems
• Experience working with sales teams and managing customer accounts

Ready to Lead a Team That Delivers?

If you're an experienced Customer Service leader looking for a role where you can make a genuine impact, develop your team, and grow your career with a successful Australian business, we'd love to hear from you.