Customer Service Manager

Wabtec; Canning; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Discounted health insurance with Medib

Novated Leasing options

Lifestyle discounts with 1000+ Retaile

Job summary

Wabtec's MESABI division in Welshpool, WA, is seeking a Customer Service Manager who will lead and develop the customer service team, support the sales group, and manage enquiries, quotations, orders and warranties for our product range.

You will coordinate with production, warehouse and logistics, monitor KPIs, and drive continuous improvement while ensuring compliance with Australian workplace standards.

Qualifications

• Experience leading customer service teams in manufacturing or industrial environments.
• Strong communication and problem-solving skills.
• Ability to manage quotations, pricing and orders.
• Experience with ERP systems and reporting service performance metrics.

Responsibilities

• Lead, coach and develop the customer service team.
• Oversee enquiries, quotations, orders, warranty claims and complaint resolution.
• Coordinate order fulfilment with production, warehouse and logistics teams.
• Support commercial negotiations and customer accounts.

Skills

Leadership

Customer service management

Quoting and order management

ERP systems

Stakeholder management

Communication

Tools

ERP software

Job description

• Discounted health insurance with Medibank
• Novated Leasing options
• Lifestyle discounts with1000+ retailers such as Woolworths, Coles, Avis, JB Hifi, The Good Guys etc

Who will you be working with? L&M Radiator is a global designer, manufacturer, and distributor of MESABI cooling and heat transfer solutions that are custom-made for heavy equipment in the mining, oil, gas, construction and heavy industrial industries.

Learn more about our business here – MESABI

Where is the position located? Welshpool, WA

How will you make a difference? The Customer Service Manager is responsible for leading and supporting the customer service team to ensure efficient and effective delivery of services. The role provides support to the sales team and manages all customer interactions related to product, pricing, availability, quotations, and purchase orders. This role also manages the MESABI product range, including assessment, quotation, and coordination of repair and replacement work, while ensuring compliance with Australian workplace standards and legislation.

What will your typical day look like?

• Lead, coach and develop the customer service team.
• Oversee customer enquiries, quotations, orders, warranty claims and complaint resolution.
• Support customer accounts and support commercial negotiations.
• Coordinate order fulfilment with production, warehouse and logistics teams.
• Interdepartmental collaboration to meet quality expectations.
• Monitor service performance, order accuracy and customer satisfaction KPIs.
• Provide insights to senior leadership on service trends, customer risks and improvement opportunities.
• Presenting reports at executive or site leadership level.
• Influencing decision-making on operational or product changes.
• Drive continuous improvement initiatives to enhance customer service delivery.
• Ensure compliance with Australian Consumer Law, quality standards and company procedures.
• Manage the MESABI product range, including repair and replacement coordination.

What do we want to know about you?

• Proven leadership experience in customer service management.
• Manufacturing, industrial, engineering or technical product experience preferred.
• Strong understanding of customer service, quoting and order management processes.
• Excellent communication, problem-solving and stakeholder management skills.
• Ability to manage competing priorities in a fast-paced environment.
• Experience using ERP systems and reporting on service performance metrics.

Applicants must have current working rights in Australia. Please note that visa sponsorship is not available for this position.

Successful candidates will be required to complete background and criminal history check.

We thank all applicants for their interest; each application will receive a response.

We do not accept unsolicited contact from recruitment agencies.

Additional Information

What could you accomplish in a place that puts People First?

At Wabtec, it's not just about a job - it's about the impact you make. When our people come together, we're Expanding the Possible by continuously improving what we do and how we do it - for our clients and each other.

If you're ready to revolutionize how the world moves for future generations, Wabtec is the place for you.

Who are we?

Wabtec is a leading global provider of equipment, systems, digital solutions, and value-added services for the freight and transit rail sectors. Drawing on more than 150 years of experience, we are leading the way in safety, efficiency, reliability, innovation, and productivity. Whether it's freight, transit, ports, logistics, mining, industrial, or marine, our expertise, technologies, and people together - are accelerating the future of transportation. With roots that date back to George Westinghouse, Thomas Edison, and Louis Faiveley, Wabtec has always built technologies and implemented solutions for a variety of sectors that are critical to meeting the needs of customers and governments alike.

Our global team of about 30,000 employees worldwide delivers performance that moves the world forward. We're lifelong learners, obsessed with better. Learn more at www.WabtecCorp.com.

Culture powers us and the possibilities.

We believe the best ideas come from a mix of experiences and backgrounds. At Wabtec, we strive every day to create a place where everyone belongs. We're building a culture where leadership, inclusion and your unique perspective fuel progress.

We're proud to be an Equal Opportunity Employer. We welcome talent of all backgrounds, experiences, and identities, including race, gender, age, disability, veteran status and more.

Need accommodation? Just let us know - we've got you.

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