Customer Service Manager

CMV Trucks; City of Melbourne; On-site; AUD 120,000 - 150,000; Full time

Job summary

CMV Truck & Bus Derrimut is seeking an experienced Customer Service Manager to lead a busy team and deliver exceptional service for customers, fleet operators and owner-drivers in Victoria. You will drive customer satisfaction, support your team and ensure smooth service department operations.

As the leader, you will coach, develop and mentor staff, set performance expectations and protect a positive, customer-focused culture aligned with CMV's values.

Qualifications

• Leadership experience in automotive, transport or service operations.
• Strong customer service and stakeholder management.
• Proven ability to coach and develop teams.

Responsibilities

• Lead, coach and develop a team of Customer Service Representatives and Invoicing Clerks.
• Manage workshop capacity, service scheduling and Repair Order allocation.
• Monitor workflow and address operational challenges proactively.
• Drive service performance and customer experience outcomes.
• Oversee warranty costing and invoicing accuracy.
• Produce reports and identify improvement opportunities.

Skills

Leadership

Customer Service

Stakeholder Management

Team Development

Communication

Time Management

Emotional Intelligence

Education

Trade qualification

Business Administration

Tools

MS Office

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.

About Us

CMV Truck & Bus Derrimut is the flagship dealership of CMV Truck & Bus and part of the family-owned CMV Group, a proudly Australian business with over 90 years of success. As the Victorian dealer for Mack, Volvo and UD Trucks, we employ more than 500 people across Victoria and continue to grow through our commitment to customer service, innovation and people development. Our culture is built on five core values:Safety First | Can Do | Ask the Question | Do the Right Thing | Mutual Respect