Customer Service Manager

Michael Page; Campbelltown; On-site; AUD 110,000 - 140,000; Full time

Job summary

Michael Page is recruiting on behalf of a well-established Australian manufacturer and distributor serving the construction, industrial and building materials sectors. The role combines hands-on leadership, operational oversight and customer engagement to build high-performing teams and improve processes in a growing business.

You will lead the customer service team, manage capacity and workflows, and ensure orders, quotes and inquiries are handled efficiently.

Qualifications

• Three years' experience leading customer service teams.
• Proven ability to create efficient processes and improve workflows.
• Autonomous, proactive leader guiding a developing team.
• Strong problem-solving and dispute-resolution skills.
• Excellent attention to detail with high-value orders.
• Strong organizational and time-management abilities.
• Excellent relationship-building and stakeholder influence.
• Experience with CRM/ERP; SAP exposure preferred.

Responsibilities

• Provide day-to-day leadership, guidance and support to the customer service team, setting clear expectations and leading by example.
• Manage team capacity and workflow distribution to ensure requests, quotations and orders are handled efficiently.
• Foster a culture of accountability, collaboration and exceptional customer care.
• Conduct coaching sessions, performance reviews and ongoing development for team members.
• Track and report on team performance to meet service targets and objectives.
• Identify development opportunities and implement training to improve capability.
• Oversee recruitment, induction and performance management processes.
• Ensure timely, accurate and professional assistance across phone and email channels.
• Develop strong client relationships and act as a trusted contact for key accounts when needed.
• Manage escalated concerns and deliver effective resolutions to protect relationships.
• Supervise accurate processing of orders and complex transactions within systems.
• Collaborate with internal sales to support revenue, quotes and customer journey improvements.
• Contribute ideas to streamline processes and enhance service delivery.

Skills

Leadership

Team Development

Customer Service

Process Improvement

Stakeholder Management

Problem Solving

Communication

CRM Systems

ERP SAP

Tools

SAP

CRM platforms

ERP software

Job description

This position combines hands-on leadership, operational oversight and customer engagement, making it ideal for someone who enjoys building high-performing teams and improving processes in a growing business.

Our client is a well-established Australian manufacturer and distributor serving the construction, industrial and building materials sectors. With a strong reputation for quality products, responsive service and reliable supply, the business has built long-term relationships with customers across a range of commercial and residential markets. Backed by experienced leadership and a commitment to continuous improvement, the company is experiencing ongoing growth and is investing in its people, processes and customer experience.

Description

Leadership & Team Development

• Provide day-to-day leadership, guidance and support to the customer service team, setting clear expectations and leading by example.
• Manage team capacity and workflow distribution to ensure customer requests, quotations and orders are handled efficiently.
• Foster a culture of accountability, collaboration and exceptional customer care.
• Conduct coaching sessions, performance reviews and ongoing development initiatives for team members.
• Track and report on team performance, ensuring service targets and operational objectives are achieved.
• Identify areas for skills development and implement training programs that enhance team capability.
• Oversee recruitment activities, induction programs and employee performance management processes.

This position combines hands-on leadership, operational oversight and customer engagement, making it ideal for someone who enjoys building high-performing teams and improving processes in a growing business.

Client Details

Our client is a well-established Australian manufacturer and distributor serving the construction, industrial and building materials sectors. With a strong reputation for quality products, responsive service and reliable supply, the business has built long-term relationships with customers across a range of commercial and residential markets. Backed by experienced leadership and a commitment to continuous improvement, the company is experiencing ongoing growth and is investing in its people, processes and customer experience.

Description

Leadership & Team Development

• Provide day-to-day leadership, guidance and support to the customer service team, setting clear expectations and leading by example.
• Manage team capacity and workflow distribution to ensure customer requests, quotations and orders are handled efficiently.
• Foster a culture of accountability, collaboration and exceptional customer care.
• Conduct coaching sessions, performance reviews and ongoing development initiatives for team members.
• Track and report on team performance, ensuring service targets and operational objectives are achieved.
• Identify areas for skills development and implement training programs that enhance team capability.
• Oversee recruitment activities, induction programs and employee performance management processes.

Customer Experience & Operational Support

• Ensure customers receive timely, accurate and professional assistance across phone and email channels.
• Develop strong relationships with clients, becoming a trusted point of contact for key accounts when required.
• Manage escalated customer concerns and complaints, delivering effective resolutions that protect customer relationships.
• Supervise the accurate processing of orders and ensure complex transactions are completed correctly within business systems.
• Work closely with internal sales teams to support revenue-generating activities, prepare quotes and improve the overall customer journey.
• Contribute ideas and initiatives that streamline processes and enhance service delivery standards.

Profile

About You

To be successful in this role, you will bring:

• At least three years' experience leading customer service teams, either as a Customer Service Manager, Team Leader or senior customer service professional.
• Demonstrated success in creating efficient processes and improving operational workflows.
• The confidence to work autonomously while providing direction and support to a developing team.
• Strong problem-solving skills and a proven track record of handling complex customer issues and dispute resolution.
• Exceptional attention to detail, particularly when managing high-value or technically complex orders.
• Excellent organisational and time-management skills, with the ability to juggle competing priorities.
• Strong communication and relationship-building skills, with the ability to influence stakeholders at all levels.
• Solid systems experience, including CRM platforms and ERP software. SAP exposure will be highly regarded.
• Previous experience within steel, roofing, sheet metal, building materials or a related industrial sector will be viewed favourably.

Job Offer

What's In It For You?

• The chance to make a genuine impact within a growing business.
• A leadership position where you can shape team performance and customer outcomes.
• Ongoing opportunities for personal and professional development.
• A supportive and results-driven environment that values initiative and achievement.