Customer Service Manager~ Online team

ACOS Personnel; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Free parking

Hybrid work after 6 months

Additional perks

Job summary

ACOS Personnel is seeking a hands-on Team Leader to support day-to-day customer service operations for a fast-paced eCommerce environment. You will mentor a small offshore team, resolve complex customer issues, and drive process improvements across CRM, ERP, and logistics interfaces.

The role requires experience leading customer service in online or retail settings, strong problem-solving, and the ability to collaborate with Buying, Warehouse, and 3PL teams.

Qualifications

• Previous experience in a Team Leader, Supervisory, or Management role.
• Experience managing and mentoring offshore teams (BPO environment preferred).
• Strong experience handling escalations, refunds, and credit claims.
• Familiarity with ERP systems, stock movement, and related transactions.
• Experience with CRM platforms such as Freshdesk (or similar).
• Intermediate Excel skills with reporting and data analysis experience.

Responsibilities

• Supervising 2 offshore Customer Service team members, including mentoring, development, and performance management.
• Overseeing daily customer service operations across multiple platforms and retail partners.
• Managing escalated customer issues, including refunds, credit claims, change of mind cases, order-related concerns, and reportable cases.
• Building, documenting, and improving SOPs, workflows, and processes.
• Maintaining CRM accuracy and delivering regular reporting and actionable insights.
• Identifying recurring issues and trends, driving root cause analysis and continuous improvement.
• Preparing retail customer reporting by case type.
• Working closely with internal teams (Buying, Warehouse, 3PL, Logistics) to improve processes and customer outcomes.
• Supporting order management and stock-on-hand (SOH) uploads as required.
• Driving customer satisfaction and service standards across the Online business.
• Managing credits reporting, including discrepancies and liaison with Accounts and retail partners.
• Collaborating with senior stakeholders to implement practical, customer-focused improvements.

Skills

Team leadership

Customer service

Mentoring offshore teams

Escalation handling

Process improvement

ERP familiarity

CRM experience

Excel reporting

Cross-functional collaboration

Attention to detail

Tools

Freshdesk

ERP systems

Job description

This successful international business partners with some of Australia's leading online retailers and marketplaces, including Temple & Webster, Freedom Furniture, Fantastic Furniture, Woolworths Marketplace, Bunnings and more. Operating through a B2B dropship model, they play a critical role in fulfilling orders and delivering a seamless experience to both retail partners and their customers.

Reporting to the eCommerce Manager, this newly created hands-on role will support the day-to-day running of the customer service function and enhance the overall customer experience across all channels.

Working cross-functionally with Buying, Warehouse, 3PL, Logistics, and the wider Online team, you will play a key role in resolving issues, improving workflows, and ensuring smooth operations.

Your varied key responsibilities will involve:

• Supervising 2 offshore Customer Service team members, including mentoring, development, and performance management
• Overseeing daily customer service operations across multiple platforms and retail partners
• Managing escalated customer issues, including refunds, credit claims, change of mind cases (non re-stockable), order-related concerns, and reportable cases
• Building, documenting, and improving SOPs, workflows, and processes
• Maintaining CRM accuracy and delivering regular reporting and actionable insights
• Identifying recurring issues and trends, driving root cause analysis and continuous improvement
• Preparing retail customer reporting by case type
• Working closely with internal teams (Buying, Warehouse, 3PL, Logistics) to improve processes and customer outcomes
• Supporting order management and stock-on-hand (SOH) uploads as required
• Driving customer satisfaction and service standards across the Online business
• Managing credits reporting, including discrepancies and liaison with Accounts and retail partners
• Collaborating with senior stakeholders to implement practical, customer-focused improvements

About you…

• Previous experience in a Team Leader, Supervisory, or Management role
• Experience in customer service within an online, eCommerce, and/or retail environment
• Experience managing and mentoring offshore teams (BPO environment preferred)
• Strong experience handling escalations, refunds, and credit claims
• Solid understanding of SOPs, workflows, and process improvement
• Analytical mindset with the ability to identify root causes and implement solutions
• Highly organised, with strong attention to detail and ability to manage competing priorities
• Familiarity with ERP systems, stock movement, and related transactions
• Experience with CRM platforms such as Freshdesk (or similar)
• Intermediate Excel skills with reporting and data analysis experience
• Customer-first mindset with a calm, adaptable, and solutions-focused approach
• Newly created opportunity to shape and influence the customer service function
• Work with leading Australian retail brands in a fast-paced eCommerce environment
• Make a meaningful impact on customer experience and operational efficiency
• Collaborative and supportive team culture
• Strong potential for career growth and development

Competitive salary package + Super + free parking + hybrid working (after 6 months) + additional perks

If you're a proactive leader who enjoys building a high-performing small team and improving processes we look forward to speaking with you!