Customer Service Manager

Sharp and Carter; Brisbane; On-site; AUD 90,000 - 120,000; Full time

Job summary

Sharp and Carter, a leading distributor across Australia and New Zealand, seeks a Customer Service Leader to guide a team of four in delivering exceptional service. You will work with Sales, Supply Chain and Manufacturing to improve processes and customer satisfaction.

You bring proven people leadership in a high-volume environment, strong coaching and KPI management, ERP/CRM experience (Dynamics 365 preferred), and a background in manufacturing or distribution.

Qualifications

• Proven experience leading a customer service team in a high-volume environment.
• Strong people leadership, coaching and performance management skills.
• Excellent communication, problem-solving and stakeholder management skills.

Responsibilities

• Lead and develop a high-performing customer service team.
• Manage service standards, KPIs and team performance.
• Oversee customer orders, enquiries, complaints and escalations across ANZ.
• Identify and implement process improvements to enhance customer experience.
• Analyse performance data, manage workloads and support workforce planning.
• Build strong relationships with key customers and internal stakeholders.
• Drive a positive, accountable and customer-focused team culture.

Skills

People leadership

Coaching

Performance management

Stakeholder management

ERP experience

Tools

ERP systems

CRM systems (Dynamics 365)

Job description

An established business operating across Australia and New Zealand, supplying products across the industrial and consumer sectors.
You will lead and develop a customer service team, driving service excellence, operational efficiency and team performance.
Working closely with Sales, Supply Chain, Manufacturing and Logistics, you will play a key role in improving processes, managing customer expectations and ensuring exceptional service delivery. Join a company who prides themselves on nurturing their people! A truly wonderful team culture!

Key responsibilities include:

• Lead, coach and develop a high-performing customer service team. (A friendly team of 4)
• Manage service standards, KPIs and team performance.
• Oversee customer orders, enquiries, complaints and escalations across ANZ.
• Identify and implement process improvements to enhance customer experience.
• Analyse performance data, manage workloads and support workforce planning.
• Build strong relationships with key customers and internal stakeholders.
• Drive a positive, accountable and customer-focused team culture.

You will be an experienced customer service leader who thrives in a fast-paced, operational environment and enjoys developing people and improving processes.

You will bring:

• Proven experience leading a customer service team in a high-volume, order-driven environment.
• Strong people leadership, coaching and performance management skills.
• Excellent communication, problem-solving and stakeholder management skills.
• Experience with ERP and CRM systems, with Dynamics 365 highly regarded but not essential.
• A background in manufacturing, FMCG, industrial products or distribution will be highly regarded.

Above all, you will be a warm, proactive, approachable and solutions-focused leader who enjoys making a positive and fun impact for the team.

LocationLytton, QLD 4178.
This is a full time, permanent role, which is mainly office based, however flexibility is oiffered.
Join a fun, inclusive a wonderful team!