Customer Service Manager – Team Leadership & Sales Support

Richgro Garden Products; Perth; On-site; AUD 90,000 - 120,000; Full time

Job summary

Richgro Garden Products is seeking an experienced Customer Service Manager to lead a small team and partner with Sales, Warehouse, Purchasing, Supply Chain, Accounts and Marketing. This hands-on role requires process improvement, rostering, and ensuring excellent service with a strong customer focus.

You will drive customer enquiries, pricing and contract data, and provide broad office support while maintaining high standards of accuracy across databases.

Qualifications

• Experience leading a small to mid-size customer service team.
• Proven ability to manage priorities and improve processes.
• Strong customer service ethos with focus on resolution and ownership.

Responsibilities

• Lead and develop the Customer Service team, allocate workloads and schedule rosters.
• Oversee customer enquiries by phone and email, ensuring prompt, accurate responses.
• Manage customer complaints through CRM and drive issues to resolution.
• Coordinate with Sales, Warehouse, Purchasing and Marketing to support customers.
• Maintain pricing and contract records in the system and support end-of-month processes.
• Provide sales administration support and cross-functional assistance as required.
• Ensure accurate customer master data and blending across departments.

Skills

Leadership

People management

Customer service mindset

Tools

Pronto

HubSpot CRM

Microsoft Outlook

Excel

Job description

Full Time | Customer Service Leadership | Iconic Australian Brand Since 1916

Are you an experienced Customer Service leader who enjoys developing a team, solving problems and making sure customers receive exceptional service?

Richgro is seeking an experienced and hands‑on Customer Service Manager to lead our Customer Service function and play an important role in supporting our customers, Sales team and broader business.

This is not simply a call centre management role. It is a varied position requiring someone who can lead people, manage priorities, improve processes and remain actively involved in the day‑to‑day operation of the department.

Reporting to Executive Management, you will lead a small Customer Service team while working closely with our Sales, Warehouse, Purchasing, Supply Chain, Accounts and Marketing teams.

About the role

The Customer Service Manager is responsible for ensuring the Customer Service department operates efficiently, professionally and with a strong customer focus.

You will be expected to provide clear leadership to the team while remaining comfortable getting involved yourself when required. The role covers customer service, sales administration, complaints management, pricing and credit processes, rostering, systems and general administration.

Key responsibilities will include:

Leading, supporting and developing the Customer Service team, including coordinating workloads, coaching team members and maintaining effective department coverage.

Ensuring customer enquiries by telephone and email are handled promptly, accurately and professionally.

Managing customer complaints through the CRM and ensuring issues are followed through to resolution.

Managing pricing‑related credit claims and ensuring appropriate processes are followed.

Working closely with the National Sales Manager, State Sales Managers and Sales Representatives to support an efficient Sales function.

Coordinating with Warehouse, Purchasing, Inventory and other departments to resolve customer and order issues.

Maintaining customer pricing, contract pricing, trading information and relevant system records.

Supporting key customer ordering processes, including allocation orders.

Ensuring accurate customer account information, representative and territory coding and other customer master data.

Managing Customer Service rosters and ensuring suitable coverage across required operating hours.

Supporting end‑of‑month activities, consignment stock processes and related administration.

Maintaining Customer Service procedures and identifying opportunities to improve systems and processes.

Providing broader office, administration, Sales and Marketing support where required.

The breadth of these responsibilities reflects the existing position description, including sales support, customer complaints, pricing administration, CRM management, rostering and cross‑functional support.

About you

We are looking for someone who is organised, commercially aware and comfortable taking ownership.

You will need to be a capable people leader, but equally important is your ability to work through problems, prioritise competing demands and maintain high standards of accuracy.

You will ideally bring previous experience leading a small Customer Service, Sales Administration or similar team, together with solid experience handling customer enquiries and complaints.

Experience with Pronto would be highly regarded, along with experience using HubSpot CRM or a similar CRM platform. You should also have a sound working knowledge of Microsoft Outlook, Word, Excel and PowerPoint and be comfortable working across databases and business systems.

Just as importantly, you will be someone who communicates professionally, remains composed when problems arise and sets a strong example for the team.

The person we are looking for

We believe this position would particularly suit someone who has progressed through Customer Service or Sales Administration and is ready to take greater ownership of a department.

You may already be a Customer Service Manager, Team Leader, Customer Service Supervisor, Sales Administration Manager or Senior Customer Service Coordinator.

What matters most is that you can combine people leadership with strong operational discipline.

We need someone who notices when something is not working, takes responsibility for resolving it and helps the team continuously improve.

Working with Richgro

Richgro is a 110 year old WA Family business manufacturing garden products.

Our business is built around three core pillars: Culture, Quality and Innovation. We value a committed and supportive team environment, maintain a strong focus on quality throughout the business and believe in continually improving both our products and the way we operate.

For the right person, this is an opportunity to take ownership of an important business function and work closely with senior management and departments across the organisation.

Important availability requirements

Because Richgro supports customers and team members across Australia, this role requires some flexibility in working hours.

The Customer Service function operates across a broader 7:00am–5:00pm coverage window, with individual rostered hours determined according to team requirements. There may also be a requirement to work certain Western Australian public holidays to support eastern states operations, with this time compensated through time off in lieu.

Our busiest period is generally August through December, so availability during this peak season is an important requirement of the role. Leave during this period is restricted and considered subject to management approval.