Customer Service Manager

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

Job summary

Sharp & Carter are seeking an experienced customer service leader in Queensland to guide a high-performing team in a fast-paced, order-driven environment.

Based mainly in the office with flexibility, you will drive service excellence, manage KPIs, oversee ANZ orders and escalations, and partner with Sales, Supply Chain and Manufacturing to improve processes and customer outcomes.

Join a friendly, collaborative team focused on delivering exceptional service and continuous improvement.

Qualifications

• Experience leading a customer service team in a high-volume, order-driven environment.
• Excellent communication, problem-solving and stakeholder management skills.
• Experience with ERP and CRM systems, with Dynamics 365 highly regarded but not essential.

Responsibilities

• Lead, coach 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.

Skills

People leadership

Customer service leadership

Process improvement

Stakeholder management

ERP/CRM systems

Dynamics 365

Tools

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!