Customer Service Manager

EGLO Lighting Australia Pty Ltd; Brisbane; On-site; AUD 70,000 - 110,000; Full time

Job summary

EGLO Lighting Australia Pty Ltd in Richlands, Queensland, is seeking an experienced Customer Service Manager to lead a small customer service and warranty team. The role oversees order processing, warranty resolution, escalation of customer issues, and coordination with warehousing to prioritize urgent orders.

The ideal candidate will have strong leadership, exceptional communication and data-accuracy skills, and proficiency in Microsoft Office.

Qualifications

• Proven experience in a Customer Service Team Leader or Manager role in wholesale, distribution, or manufacturing.
• Strong leadership capabilities with a passion for coaching staff and maintaining a positive team culture.
• Excellent customer relations, communication, and high-level conflict resolution skills.
• Exceptional organizational skills with a strong eye for detail and data accuracy.
• High proficiency in the Microsoft Office suite.
• Experience using Sage Evolution (or a similar ERP system) is highly desirable but not essential.

Responsibilities

• Leading, mentoring, and managing a small but busy team of four customer service & warranty administrators.
• Overseeing the end‑to‑end order processing, and warranty resolution workflows, stepping in to support the team during peak times.
• Acting as the senior point of escalation for customer issues, warranty claims, and freight‑tracking inquiries.
• Collaborating closely with warehousing department around prioritisation of urgent orders, backorder runs and general day to day communications.
• Assisting with inventory maintenance, consignment stock, and placing stock orders.
• Reviewing, developing, and implementing customer service protocols to improve data accuracy and response times.
• Reporting on team performance, customer feedback trends, and operational support to management.

Skills

Leadership

Coaching staff

Customer relations

Communication

Conflict resolution

Data accuracy

Organizational skills

Microsoft Office

Tools

Sage Evolution

Job description

EGLO is a leading global manufacturer & distributor of decorative lighting & air movement products.

Our Australian-based wholesale operation in Richlands, Queensland, has a position available for an experienced, hands‑on Customer Service Manager. This is a full‑time permanent position (38 hours per week), within office hours of Monday to Friday, 8:00am - 4:00pm.

We are looking for a collaborative leader who can steer our dedicated customer support team, optimize workflows, and maintain the exceptional level of service our customers expect.

The role is responsible for:

• Leading, mentoring, and managing a small but busy team of four customer service & warranty administrators
• Overseeing the end‑to‑end order processing, and warranty resolution workflows, stepping in to support the team during peak times
• Acting as the senior point of escalation for customer issues, warranty claims, and freight‑tracking inquiries
• Collaborating closely with warehousing department around prioritisation of urgent orders, backorder runs and general day to day communications
• Assisting with inventory maintenance, consignment stock, and placing stock orders
• Reviewing, developing, and implementing customer service protocols to improve data accuracy and response times
• Reporting on team performance, customer feedback trends, and operational support to management

To be considered for this role you will need:

• Proven experience in a Customer Service Team Leader or Manager role, ideally within a wholesale, distribution, or manufacturing environment
• Strong leadership capabilities with a passion for coaching staff and maintaining a positive team culture
• Excellent customer relations, communication, and high‑level conflict resolution skills
• Exceptional organizational skills with a strong eye for detail and data accuracy
• High proficiency in the Microsoft Office suite
• Experience using Sage Evolution (or a similar ERP system) is highly desirable but not essential

We are a small team that pulls together to simply do whatever it takes to ensure customer satisfaction. In a competitive market, EGLO Australia has an exceptional reputation for customer service, and this is largely due to our can‑do attitude. For this reason, we are seeking a genuine leader who leads by example, values a strong work ethic, and thrives in a collaborative team environment.