Customer Service Manager

Southcott; Sydney; In loco; AUD 90.000 - 130.000; Tempo pieno

Descrizione del lavoro

Southcott Pty Ltd in Sydney is seeking an experienced Customer Service Manager to lead our Sydney customer service team. Reporting to the National Customer Service Manager, you will develop team capability, strengthen customer relationships and drive sales and operational performance.

This hands-on leadership role balances coaching and supporting your team with actively managing customer enquiries, resolving challenges and identifying opportunities to improve how we do business.

Competenze

• At least 5 years' customer service experience in hydraulics/manufacturing or technical environment.
• Demonstrated people leadership experience with the ability to coach and develop a team.
• Strong commercial awareness and customer-focused approach.
• Experience with technical products and extensive product ranges.
• Excellent communication, relationship-building and problem-solving skills.
• Strong organisational skills and the ability to manage competing priorities.
• Proactive approach to continuous improvement and operational efficiency.
• PRONTO experience highly regarded.

Mansioni

• Lead, coach and develop a team of Customer Service Representatives to deliver exceptional service.
• Drive team performance, accountability and a positive, collaborative culture.
• Build and maintain strong relationships with existing and new customers.
• Support sales growth by converting customer enquiries into opportunities.
• Provide technical product advice and support to customers and team members.
• Oversee quotations, order processing and customer enquiries to ensure accuracy and efficiency.
• Work closely with Sales, Operations, Purchasing and Manufacturing to deliver great customer outcomes.
• Identify and implement improvements to systems, processes and service delivery.

Conoscenze

Leadership

Customer service

Commercial awareness

Communication

Problem solving

Organisational skills

Continuous improvement

People development

Strumenti

PRONTO

Descrizione del lavoro

Lead a team. Build relationships. Drive results.

• Hands-on leadership role with a leading Australian manufacturer


• Drive customer service excellence, team performance and sales growth


• Join an established business focused on growth and continuous improvement

About Southcott

Southcott is Australia's leading manufacturer of hydraulic couplings and adaptors and a trusted supplier of complete hydraulic solutions.

Established in 1886, we've built our reputation on technical expertise, quality products and strong customer relationships. As we continue to grow and evolve, we're looking for people who share our ambition to deliver exceptional service and make a real difference.

About the Role

We're looking for an experienced Customer Service Manager to lead our Sydney customer service team.

Reporting to the National Customer Service Manager, you'll play a key role in developing team capability, strengthening customer relationships and driving sales and operational performance.

This is a hands-on leadership role where you'll balance coaching and supporting your team with actively managing customer enquiries, resolving challenges and identifying opportunities to improve how we do business.

What you'll be doing:

• Lead, coach and develop a team of Customer Service Representatives to deliver exceptional service.


• Drive team performance, accountability and a positive, collaborative culture.


• Build and maintain strong relationships with existing and new customers.


• Support sales growth by converting customer enquiries into opportunities.


• Provide technical product advice and support to customers and team members.


• Oversee quotations, order processing and customer enquiries to ensure accuracy and efficiency.


• Work closely with Sales, Operations, Purchasing and Manufacturing to deliver great customer outcomes.


• Identify and implement improvements to systems, processes and service delivery.

About You

You're a confident, approachable leader who enjoys developing people, solving problems and delivering results. You understand that great customer service is about more than answering enquiries – it's about building trust, understanding customer needs and getting things done.

You'll bring:

• At least 5 years' customer service experience, ideally within hydraulics, manufacturing, industrial products or another technical environment.


• Demonstrated people leadership experience, with the ability to coach, motivate and develop a team.


• Strong commercial awareness and a customer-focused approach to sales and service.


• Experience working with technical products and extensive product ranges.


• Excellent communication, relationship-building and problem-solving skills.


• Strong organisational skills and the ability to manage competing priorities.


• A proactive approach to continuous improvement and operational efficiency.


• Confidence using business systems, with PRONTO experience highly regarded.

Most importantly, you're someone who leads by example, takes ownership and enjoys working collaboratively to achieve great outcomes.

Our Values – How We Work

At Southcott, our values guide how we work, make decisions and treat each other. We're looking for a leader who genuinely demonstrates these behaviours and encourages them in others.

• Accountability – \"Own it\" We take responsibility for our work and our impact, following through on what we say we'll do.


• Communication – \"Listen and Connect\" We share ideas openly, listen carefully, and adapt our approach to build understanding across the business.


• Open-mindedness – \"Think Differently\" We welcome new ideas, explore options, and learn from diverse perspectives to make better decisions.


• Ambition – \"Go Further\" We take initiative, embrace change, and push for improvement with courage and determination.


• Respect – \"Value Everyone\" We treat people fairly, act courteously, and build positive, productive relationships built on trust.

Why Join Southcott?

This is an opportunity to make a genuine impact in an established Australian business, where your leadership, ideas and initiative will be valued.

You’ll have the opportunity to develop your team, influence customer outcomes and contribute to the continued improvement and growth of our business.

Ready to Make an Impact?

If you're a customer-focused leader with a passion for people, technical products and delivering results, we'd love to hear from you.