Customer Service Manager

Wow Recruitment; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

WOW Recruitment is partnering with a growing global consumer electronics business to appoint a Customer Service Manager in Melbourne. You will lead a small team, own the customer service function end-to-end and partner with Sales, Logistics and Brand teams to deliver consistent, high-quality service across B2B and D2C channels.

You will set structure, define workflows, monitor KPIs/SLAs and drive performance improvements, while remaining hands-on and closely connected to daily operations.

Qualifications

• 3–5+ years of experience in customer service, including leadership or team-leading experience.
• Strong SAP ERP experience and experience in high-volume environments.
• Proven coaching, development and performance-management skills.
• Excellent organizational and stakeholder management capabilities.
• Ability to introduce structure, challenge processes and drive change.

Responsibilities

• Lead, coach and develop a small team of 2–3 Customer Service Representatives.
• Establish and monitor KPIs, SLAs and performance expectations.
• Oversee high-volume customer and retailer inquiries across B2B and D2C channels.
• Manage customer orders through SAP, including EDI and direct-entry orders.
• Improve workflows across orders, returns, credits, inquiries and escalations.
• Oversee customer portals and marketplace administration.
• Handle customer complaints, claims, returns and delivery investigations.
• Improve reporting, visibility and accountability across the function.
• Review and improve Deskpro ticket-management processes.
• Collaborate with Sales, Logistics, Warehouse, Finance and Brand teams.
• Identify recurring issues and implement practical process improvements.
• Provide regular reporting and insights to senior leadership.

Skills

Customer service

Leadership

Team management

SAP ERP

Stakeholder management

Process improvement

High-volume support

Deskpro

Tools

Deskpro

Job description

WOW Recruitment are partnered with a growing global consumer electronics business to find their nextCustomer Service Manager.

With continued growth across wholesale and direct-to-consumer channels, this is an opportunity to take ownership of a small Customer Service function and help shape how it operates for the next stage of growth.

You'll be joining a business with an established portfolio of leading consumer brands, working with major Australian retailers and a growing e-commerce channel.

Reporting directly to the General Manager APAC, you'll lead a team of 2-3 Customer Service Representatives while remaining hands-on yourself.
This is a genuine opportunity to build, improve and shape the function. You'll be responsible for putting structure around workflows, establishing clear performance expectations and developing a team that can deliver a consistently high level of service.

Responsibilities

• Leading, coaching and developing a team of 2-3 Customer Service Representatives
• Establishing and monitoring KPIs, SLAs and performance expectations
• Overseeing high-volume customer and retailer enquiries across B2B and D2C channels
• Managing customer orders through SAP, including EDI and direct-entry orders
• Improving workflows across orders, returns, credits, enquiries and escalations
• Overseeing customer portals and marketplace administration
• Managing customer complaints, claims, returns and delivery investigations
• Improving reporting, visibility and accountability across the function
• Reviewing and improving the use of Deskpro and ticket management processes
• Working closely with Sales, Logistics, Warehouse, Finance and Brand teams
• Identifying recurring issues and implementing practical process improvements
• Providing regular reporting and insights to senior leadership

You Are

• Proactive, decisive and comfortable taking ownership.
• 3-5+ years of experience in Customer Service, including leadership or team-leading experience
• Experience coaching, developing and performance-managing a team
• Strong SAP ERP experience
• Experience working in a high-volume customer service environment
• A strong process-improvement mindset
• Excellent organisational and problem-solving skills
• Strong communication and stakeholder management skills
• The confidence to introduce structure, challenge existing processes and drive change
• A hands-on approach - you're comfortable leading from the front and getting into the detail

Experience across B2B distribution, retail, consumer electronics, logistics or wholesale would be an advantage, but industry specific experience isn't essential for the right person.

You'll have direct visibility with senior leadership and exposure across Operations, Sales, Logistics and major retail partners. As the business continues to grow, there is scope for the right person to develop their career across Operations, Product, Sales or broader commercial functions.