Customer Service Manager

Brownes Dairy; City Of Joondalup; On-site; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Five weeks annual leave

Free on-site parking

Employee reward program

Health and wellbeing discounts

Employee Assistance Program

End of Trip Facilities

On-site coffee bar

Job summary

Brownes Dairy in Balcatta, WA, is seeking a Customer Service Manager to lead a dedicated team and drive superior service outcomes. You will coach staff, resolve complex escalations, and partner with Sales to grow the customer base while maintaining high service standards.

The role requires proven leadership in customer service within manufacturing, a focus on KPI achievement, and strong communication across multiple stakeholders. On-site role with generous leave and parking benefits.

Qualifications

• Proven experience in customer service management.
• Demonstrated ability to exceed customer expectations.
• Strong leadership and interpersonal skills.
• Experience achieving KPI targets.
• Ability to influence key stakeholders in a fast-paced environment.
• Empathy and resilience in difficult situations.
• Excellent communication skills.
• Strong computer literacy and ability to use multiple applications.

Responsibilities

• Lead and inspire customer service team to achieve targets.
• Provide ongoing coaching and mentoring to support career development.
• Address customer/consumer complaints promptly and effectively to ensure a positive outcome.
• Manage escalations and involve relevant departments.
• Liaise with Sales to maintain and grow the customer base.
• Monitor day-to-day operations to execute strategies and initiatives.
• Ensure customer requests are actioned in a timely manner.
• Engage with customers, suppliers and sales teams to build long-term relationships.
• Seek ways to improve service levels.

Skills

Leadership

Customer service management

KPI targets

Stakeholder management

Coaching & mentoring

Communication

CRM systems

Job description

Permanent Full Time OpportunityBased locally in Balcatta – Free onsite parkingFive weeks Annual Leave

About the Business:

Sporting the dual crown of Australia’s oldest dairy and Australia’s most innovative dairy, Brownes Dairy has an opportunity to join us as a Customer Service Manager.Brownes Dairy has been delighting consumers for over 140 years and is ready to embark on a new growth phase. You’ll step into a high-impact role with ownership, visibility, and the opportunity to shape the future of Brownes Dairy with brands such as Hunt and Brew, Füll+, ProGo, Brownes Chill and Yogo.

The Role

Our customers sit at the heart of what we do. You will have a strong sense of purpose leading a dedicated team of customer service professionals enabling them to flourish at work.

You will:

• Lead and inspire customer service team to achieve individual and collective targets
• Provide ongoing coaching and mentoring to support career development
• Address Customer / Consumer complaints promptly and effectively to ensure a positive
• outcome
• Manage escalations and ensure that all the relevant departments have been involved
• Actively liaise with our Sales team to maintain and grow our customer base
• Monitor day-to-day operations to ensure execution of strategies and initiatives
• Ensure customer requests are actioned in a timely manner within allocated timeframes
• Engage with customers, suppliers and sales teams to cultivate strong long-term working relationships.
• Seek avenues to improve the level of service being offered to our customers

Requirements:

• Proven experience in customer service management, preferably in the Manufacturing or related industries.
• Demonstrated ability to service customers beyond their expectations, ensuring a strong focus and understanding of the customer’s needs are met and surpassed.
• Strong leadership and interpersonal skills with the ability to motivate and develop team members
• Experience in working to & achieving KPI's / targets
• Ability to influence and negotiate with key stakeholders in a fast paced, high-pressure environment
• Ability to demonstrate empathy and resilience in difficult situations
• Excellent communication skills with the ability to listen & relate well to others
• Strong computer literacy and ability to use multiple applications at once whilst having engaging conversations

What do we offer:

• 5 Weeks of Annual Leave
• Free on-site parking
• Employee reward and recognition program
• Various health and wellbeing discounts i.e. private health etc.
• Employee Assistance Program
• End of Trip Facilities
• Subsidised Coffee Barista on site

Applications for this role will close on 30th August 2026

At Brownes Dairy, we recognise that our differences are our strength. We encourage applications from Aboriginal and Torres Strait Islander people, women, the LGBTI+ community, mature workers, people with disabilities and people from different cultural backgrounds.

Australia - WA Perth Northern Suburbs & Joondalup