Customer Service Manager - Wine Industry

Bibendum Wine; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Bibendum Wine Co. in Melbourne seeks a proactive Customer Service Manager to lead our customer service functions, oversee order processing, payments, credits, and customer account administration.

Based in Abbotsford, the role collaborates with Sales, Logistics, Finance and Marketing to meet service standards and commercial goals. You will manage a team, optimize the ServiceHub platform, coordinate with courier and storage providers, and contribute to a service-focused wine culture.

Qualifications

• Outstanding attention to detail, organisational and customer service experience
• Excellent communication and administration skills
• Ability to coordinate with internal and external resources to deliver on projects and responsible actions
• Ability to manage a team and coordinate delivery tasks in line with business standards and priorities
• Capacity to multitask and thrive in a demanding, dynamic work environment
• Compliance with all standard operating procedures and company policies
• A genuine passion for service and familiarity with quality wine and spirits
• Experienced in the wine trade an obvious advantage.

Responsibilities

• Oversee the Customer Service team including recruitment, training, performance, and day-to-day management of tasks and workflow.
• Efficiently process orders, payments and credits in line with company procedures
• Support the sales and marketing areas of the organisation by developing relationships and providing the highest standard of customer service to the Sales team and customers
• Track and manage orders, keeping customers and sales representatives informed where relevant
• Oversee the helpdesk platform (ServiceHub) ensuring that the Customer Service team is adequately trained, and use of the platform is optimised with a focus on continuous improvement
• Coordinate with Finance and Purchasing functions to optimise service and sales opportunities
• Maintain efficient and effective communications with internal and external contacts
• Coordinate with third‑party courier and storage providers and proactively manage issues/claims
• Contribute to promotional activities, provide product advice and recommendations to customers and sales staff
• Contribute to office administration as required
• Contribute to the service‑focused wine culture of the organisation

Skills

Attention to detail

Customer service experience

Communication

Team coordination

Administration

Problem solving

Tools

MS Office

Acumatica ERP

ServiceHub

Job description

Bibendum Wine Co. is one of Australia’s most respected independent importers and distributors of fine wine and craft spirits. Business operations are based in Melbourne, with sales and logistics resources distributed in all major Australian markets.

We are looking for a driven and dynamic Customer Service Manager to lead our Customer Service area overseeing order processing, sales support, and customer account administration. The Customer Service Manager works alongside the sales, logistics, finance and marketing functions of the business to deliver on defined service standards and commercial goals. The role is based in our office in Abbotsford, Victoria.

KEY RESPONSIBILITIES

Oversee the Customer Service team including recruitment, training, performance, and day-to-day management of tasks and workflow.

Efficiently process orders, payments and credits in line with company procedures

Support the sales and marketing areas of the organisation by developing relationships and providing the highest standard of customer service to the Sales team and customers

Track and manage orders, keeping customers and sales representatives informed where relevant

Oversee the helpdesk platform (ServiceHub) ensuring that the Customer Service team is adequately trained, and use of the platform is optimised with a focus on continuous improvement

Coordinate with Finance and Purchasing functions to optimise service and sales opportunities

Maintain efficient and effective communications with internal and external contacts

Coordinate with third‑party courier and storage providers and proactively manage issues/claims

Contribute to promotional activities, provide product advice and recommendations to customers and sales staff

Contribute to office administration as required

Contribute to the service‑focused wine culture of the organisation

KEY COMPETENCIES AND REQUIREMENTS

• Outstanding attention to detail, organisational and customer service experience

• Efficient competency with MS Office suite, Acumatica ERP and ServiceHub software

• Excellent communication and administration skills

• Ability to coordinate with internal and external resources to deliver on projects and responsible actions

• Ability to manage a team and coordinate delivery tasks in line with business standards and priorities

• Capacity to multitask and thrive in a demanding, dynamic work environment

• Compliance with all standard operating procedures and company policies

• A genuine passion for service and familiarity with quality wine and spirits

• Experienced in the wine trade an obvious advantage.

Remuneration within a range will be commensurate with experience.