Customer Service Manager

APEX; Campbelltown; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Full-time role

Growth opportunities

Collaborative culture

Job summary

Apex Building Products in Campbelltown is seeking an experienced and motivated Customer Service Manager to lead our internal sales and customer service team. You will be hands-on with key customers, manage complex orders and escalate issues as needed, while driving service levels.

This role requires strong leadership, collaboration with sales, warehousing, production and transport, and a focus on process improvement, SAP experience, and building a high-performance, customer-focused team.

Qualifications

• Minimum 3 years in a Customer Service Management or senior customer service role.
• Strong leadership and people development skills.
• Experience with complex orders and escalation handling.

Responsibilities

• Lead and develop the customer service team to achieve service levels.
• Handle key customer relationships and complex orders.
• Collaborate with sales, warehouse, production and transport.
• Oversee order processing in SAP and ERP systems.

Skills

Team leadership

Customer service

Order management

Process improvement

Tools

SAP

CRM systems

Job description

Apex Building Products in Campbelltown is seeking an experienced and motivated Customer Service Manager to lead our internal sales and customer service team.

This is an exciting opportunity for a customer-focused leader who enjoys working in a fast-paced environment and has a strong understanding of customer service, internal sales and order management.

As Customer Service Manager, you will be responsible for leading and developing the customer service team while ensuring our customers receive a consistently high level of service. You will also remain hands-on with key customers, complex orders and escalated issues, working closely with sales, warehouse, production and transport to ensure orders are delivered accurately and on time.

Apex Building Products in Campbelltown is seeking an experienced and motivated Customer Service Manager to lead our internal sales and customer service team.

This is an exciting opportunity for a customer-focused leader who enjoys working in a fast-paced environment and has a strong understanding of customer service, internal sales and order management.

As Customer Service Manager, you will be responsible for leading and developing the customer service team while ensuring our customers receive a consistently high level of service. You will also remain hands-on with key customers, complex orders and escalated issues, working closely with sales, warehouse, production and transport to ensure orders are delivered accurately and on time.

About The Role

Team Leadership & Management

• Motivate and lead from the front by working within the customer service team to achieve high standards of customer service and operational performance
• Allocate and coordinate workloads across the team to ensure customer enquiries and orders are managed efficiently
• Coach, mentor and develop team members, providing regular feedback and support
• Monitor team performance against agreed service levels, KPIs and business objectives
• Identify training and development needs and support continuous improvement within the team
• Promote a positive, collaborative and customer-focused team culture
• Run recruitment, onboarding and performance management for customer service team members

Customer Service & Sales Support

• Respond promptly to customer enquiries via phone and email, providing accurate information about products, pricing, availability and order status
• Build and maintain strong relationships with key customers and support the team in delivering excellent customer service
• Handle escalated customer enquiries, complaints and complex issues, ensuring appropriate and timely resolution
• Process and oversee complex customer orders accurately and efficiently in SAP
• Collaborate with the sales team to support sales initiatives, prepare quotes and sales orders and identify opportunities to improve customer service

Who We Are Looking For

• Minimum 3 years of experience in a Customer Service Management, Team Leader or Senior Customer Service role
• A proactive leader with a passion for designing workflows and efficient processes within a growing organisation
• Self-driven approach with the ability to work independently while also leading and supporting a young team
• Proven ability to manage complex customer issues and resolve complaints professionally and effectively
• Excellent attention to detail and the ability to ensure complex customer orders are processed accurately
• Strong organisational skills with the ability to prioritise workloads in a fast-paced environment
• Excellent communication, interpersonal and negotiation skills
• Strong computer skills; experience with SAP and CRM systems is an advantage
• Experience with metal roofing, sheet metal, steel or related building products is highly desirable

What We Offer

• Full-time permanent position
• An exciting leadership role with room to grow yourself, your team and the opportunity to see your impact every day
• Opportunity to lead and develop an established Customer Service team
• Join a dynamic, achievement-driven team
• Strong company, strong future

About The Company

Apex Building Products is part of the Apex Steel Group, one of Australia's largest privately owned steel manufacturers & distributors. Since its inception in 1994, Apex has continued to grow across Australia offering a wide range of products while servicing diverse industries.With a strong focus on innovation, quality, and customer service, we are dedicated to delivering excellence in all that we do.

Join our team and be a part of our continued success!