Customer Service Manager

Triton Environmental Consultants, Ltd.; City of Melbourne; Hybrid; AUD 90,000 - 130,000; Full time

Job summary

CMV in Derrimut, Victoria seeks an experienced Customer Service Manager to lead a busy team and deliver outstanding customer experiences for fleet operators and owner-drivers. You will be at the heart of service operations, driving satisfaction, supporting the team and ensuring smooth day-to-day performance.

You will foster a positive culture, coach staff, manage workload and champion CMV's safety-first and mutual-respect values while guiding the department toward continuous improvement in

Qualifications

• Experience leading teams in automotive, transport or similar service environments.
• Trade qualification or demonstrated experience in business administration or service operations.
• Exceptional customer service and stakeholder management abilities.

Responsibilities

• Lead, coach and develop a high-performing team of Customer Service Representatives and Invoicing Clerks.
• Maintain exceptional customer service standards across the department and drive satisfaction.
• Oversee workshop capacity, service scheduling and accurate invoicing of work.
• Produce reports and identify opportunities to improve performance metrics.

Skills

Leadership

Customer Service

Communication

Team Development

Stakeholder Management

Problem Solving

Organisational Skills

People Management

Education

Trade qualification

Business administration

Customer service background

Tools

CRM Software

MS Office

Service Scheduling Systems

Job description

Lead People. Drive Customer Excellence. Keep Australia's Trucks Moving.

We're looking for an experienced and motivated Customer Service Manager to join our busy Derrimut team. This is an exciting leadership opportunity for a positive and energetic people leader who enjoys developing others, building strong relationships and delivering exceptional customer experiences.

About the Role

Our customers rely on us to keep their trucks on the road and their businesses moving. As our Customer Service Manager, you'll lead a high-performing team while ensuring outstanding service for customers, fleet operators and owner-drivers.

Working closely with customers, workshop leaders and service department stakeholders, you'll be at the heart of the operation, driving customer satisfaction, supporting your team and ensuring the smooth running of the service department.

What You'll Be Doing

Leading & Developing Your Team

• Lead, coach and develop a team of Customer Service Representatives (Service Advisors) and Invoicing Clerks.
• Create a positive, engaging and customer-focused team culture.
• Set clear expectations, provide regular feedback and recognise success.
• Support team development through coaching, training and performance conversations.
• Manage workflow, staffing and productivity to ensure exceptional customer service outcomes.
• Lead by example and champion CMV's values of Safety First, Can Do, Ask the Question, Do the Right Thing and Mutual Respect.
• Conduct annual performance and salary reviews

Customer Service & Operations

• Ensure exceptional customer service standards are maintained across the department.
• Manage workshop capacity, service scheduling and Repair Order allocation.
• Monitor workflow and proactively address operational challenges.
• Work closely with workshop leadership to maximise productivity and customer satisfaction.
• Drive service performance and customer experience outcomes.

Warranty, Costing & Invoicing

• Oversee warranty costing and ensure manufacturer requirements are met.
• Ensure repair documentation and warranty claims are accurate and compliant.
• Oversee the timely and accurate invoicing of completed work.
• Produce reports, monitor performance metrics and identify improvement opportunities.

What We're Looking For

We're looking for more than technical expertise. We want someone who genuinely enjoys leading people, celebrating success and creating a workplace where team members feel valued, supported and motivated to perform at their best.

You’ll bring positivity, resilience and a solutions-focused mindset, helping your team navigate busy periods while maintaining exceptional service standards.

Your Skills & Experience

• Previous leadership experience in automotive, transport, heavy vehicle or a similar service environment.
• Trade qualification or demonstrated experience in business administration, customer service or service operations.
• Exceptional customer service and stakeholder management skills.
• Strong computer literacy, commercial acumen and attention to detail.
• Excellent communication, organisational and time management skills.
• Ability to manage competing priorities and perform under pressure.
• A positive, energetic and solutions-focused leadership style.
• Proven ability to motivate, coach and develop high-performing teams.
• Strong emotional intelligence and relationship-building skills.
• Experience creating positive, inclusive and customer-focused team cultures.
• A genuine passion for helping people succeed and bringing out the best in others.