Customer Service Manager: Lead a High-Impact CS Team

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 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.