Customer Service Manager

Geared Up Culcha; Brisbane; Hybrid; AUD 90,000 - 130,000; Full time

Job summary

Geared Up Culcha in Brisbane is seeking a Customer Service Manager to own the end-to-end customer order experience. You will lead a blended onshore and offshore team, set service standards in NetSuite, and collaborate across the business to ensure customers receive the right product, branded correctly, on time.

The role requires 5+ years in customer service with 2+ years leading a team, plus hands-on NetSuite experience for sales orders and reporting.

Qualifications

• Proven ability to set service standards and track performance.
• Excellent written and spoken communication, with confidence handling escalations.
• Strong attention to detail and structured approach to high order volumes.
• Solid Excel skills for reporting and order analysis.

Responsibilities

• Lead Brisbane and offshore Customer Service Officers, including onboarding and training.
• Allocate workload across inboxes, phones and portal orders to meet service standards.
• Hold regular one-on-ones and team meetings; manage performance and development.
• Build and maintain documented processes the team can follow consistently.
• Set and monitor service standards for response times, order entry accuracy and on-time delivery.
• Oversee orders in NetSuite, flagging risks early and reporting weekly on performance.
• Prepare service and DIFOT reporting for key clients.
• Act as escalation point for complex complaints, delays and order errors.
• Build relationships with key account contacts and their procurement teams.

Skills

Excel reporting

NetSuite

Communication

Detail orientation

Tools

NetSuite

Job description

Geared Up Culcha – Seventeen Mile Rocks QLD

The Customer Service Manager owns the end-to-end customer order experience, from enquiry to delivery. You will lead a blended onshore and offshore team, set and track service standards in NetSuite, and work across the business so customers receive the right product, correctly branded, on time.

Key responsibilities

Lead, coach and support Brisbane and offshore Customer Service Officers, including onboarding and training.

Allocate workload across inboxes, phones and portal orders so enquiries are answered within service standards.

Hold regular one-on-ones and team meetings; manage performance and development.

Build and maintain documented processes the team can follow consistently.

Set and monitor service standards for response times, order entry accuracy and on-time delivery (DIFOT).

Oversee open orders, backorders and work orders in NetSuite, acting early on anything at risk.

Report weekly on team performance, order volumes and issues to the General Manager.

Prepare service and DIFOT reporting for key clients.

Act as the escalation point for complex complaints, delays and order errors.

Build strong working relationships with key account contacts and their procurement teams.

About you

At least 5 years in customer service, with 2+ years leading a team.

Proven ability to set service standards, track performance and report on results.

Excellent written and spoken communication, with confidence handling escalations.

Strong attention to detail and a structured approach to high order volumes.

Solid Excel skills for reporting and order analysis.

Hands-on NetSuite (Oracle NetSuite ERP) experience, including sales orders, saved searches and reporting.

Experience managing remote or offshore team members.

About us

Geared Up Culcha (GUC) is an Indigenous-owned and operated, Supply Nation Certified supplier of PPE, workwear, uniforms, safety footwear and promotional merchandise. Founded in 2013 and headquartered in Brisbane with an office in Melbourne, we supply major organisations across resources, energy, construction, logistics, aviation, education and government. We offer in-house embroidery and print, warehousing and distribution, and customer order portals. Around one third of our team identify as Indigenous, and social impact sits at the heart of how we do business.