Customer Service Manager

ZebraVet; Brisbane; On-site; AUD 75,000 - 110,000; Full time

Job summary

ZebraVet, an Australian owned vet wholesaler, is seeking a hands-on Customer Service Manager to lead a 7-person team across Brisbane, Melbourne and Townsville. You will split your time between helping customers directly and coaching the team to deliver exceptional service every day.

You will report to the Chief Operations Officer and work closely with Management, Sales, Warehouse and other teams to ensure a great customer experience and smooth daily operations.

Qualifications

• Proven experience leading or supervising a customer service team.
• Excellent customer service skills with a hands-on approach.
• Experience with order processing, admin or data entry.
• Strong communication, coaching and problem-solving abilities.
• Confidence building relationships with team and senior management.

Responsibilities

• Lead the customer service team across Brisbane, Melbourne and Townsville.
• Roster management to ensure consistent service across locations.
• Conduct regular one-on-ones and performance reviews.
• Onboard and train new team members and keep product knowledge current.
• Identify process improvements and optimize systems.
• Serve as go-to escalation point for complex customer issues.
• Report team performance and KPI trends to management.
• Collaborate with Sales, Warehouse, Inventory and Accounts.
• Share customer feedback to improve products and processes.
• Build strong relationships with customers.

Skills

Team leadership

Customer service

Order processing

Communication & coaching

Problem solving

Relationship building

Multi-location management

Data-driven

Tools

NetSuite

CRM/ERP systems

Job description

About Us

ZebraVet is an Australian owned vet wholesaler who has been supporting & providing the industry for over 24 years.

We started in Brisbane & we now have warehouses in both QLD & VIC.

We’re growing (exciting times!) & are looking for a hands on Customer Service Manager to lead our Customer Service Team from our Brisbane office.

About the Role

You’ll lead a team of 7 Customer Service staff across Brisbane, Melbourne & Townsville & you'll be right there on the frontline with them. You will split your time between helping customers yourself (orders, product questions & fixing problems) & coaching your team to deliver great service every day.

You will report to the Chief Operations Officer & will work closely with Management, Sales, Warehouse & other teams. Your job is to keep everyone across how the team is tracking & to make sure customers get a great experience.

If you love leading by example, solving problems & keeping things running smoothly, you will fit right in. You'll be part of a supportive business that really care about great service.

What We Offer

• Full-time, stable leadership role in a growing business
• The chance to shape how our customer service team works
• A friendly, inclusive team who’ll actually have your back
• A secure role with a competitive salary

What You’ll Bring

• Proven experience leading or supervising a customer service team
• Awesome customer service skills, & you’re happy to stay hands-on
• Experience with order processing, admin or data entry
• Strong communication, coaching & problem-solving abilities
• Confidence building relationships at all levels, from your team to senior management & other departments
• Experience managing a team across multiple locations (a big bonus)
• Great organisation & the ability to juggle your own workload with supporting your team
• Confidence with systems (CRM/ERP experience is a big bonus, NetSuite even better!)
• Comfortable using reporting & data to track & present team performance
• A positive, team-first attitude
• Experience in wholesale, distribution or animal health is a plus, but not essential

Your Key Responsibilities

• Leading the team
• Lead, coach & support a team of 7 across Brisbane, Melbourne & Townsville
• Manage rosters & cover so service stays consistent across all locations
• Run regular one-on-ones & performance reviews, & support each team member’s development
• Onboard & train new team members, & keep everyone’s product knowledge up to date
• Look for better ways of working & improve our processes & systems
• Be the go-to person for escalated or complex customer issues
• Working across the business
• Report regularly to management on team performance, KPIs trends
• Share insights on team capability, training needs & resourcing
• Work closely with the Sales team so customers get a seamless experience from quote to delivery
• Work with Warehouse, Inventory & Accounts to resolve order, stock & billing issues
• Share customer feedback & trends to help improve our products, service & processes
• Build great relationships with our customers
• Process orders &keep an eye on back orders
• Help customers with product enquiries
• Keep our customers up to date with order statuses, delays or changes
• Handle & resolve customer issues with a calm, friendly approach
• Keep customer records accurate & up to date
• Pitch in with general office tasks as needed

If you’re passionate about helping people, love leading a team & want to be part of a business that values its people, we’d love to hear from you!

ZebraVet is an Equal Opportunity employer