Customer Service Manager - Wine Industry

Bibendum Wine Co.; Melbourne; On-site; AUD 70,000 - 95,000; Full time

Job summary

Bibendum Wine Co. in Melbourne, Abbotsford, Victoria, seeks a dynamic Customer Service Manager to lead our Customer Service team. You will oversee order processing, payments and credits, and provide sales support to enhance customer satisfaction.

The role integrates with sales, logistics, finance, and marketing to meet service standards and commercial goals. Experience in wine trade is advantageous; remuneration will reflect experience and market norms.

Qualifications

• Outstanding attention to detail and organisational strengths.
• Experience in customer service and administration.
• Ability to manage a team and coordinate tasks.
• Proficient with MS Office, Acumatica ERP, and ServiceHub.
• Strong communication skills and cross-functional collaboration.
• Passion for service and wine knowledge is advantageous.

Responsibilities

• Oversee the Customer Service team including recruitment and training.
• Process orders, payments and credits per procedures.
• Support sales and marketing with customer relations.
• Track orders and inform customers and reps.
• Oversee ServiceHub platform and drive process improvements.
• Coordinate with Finance and Purchasing to optimise service.
• Maintain internal and external communications.
• Collaborate with couriers and storage providers to manage issues.
• Contribute to promotions and product advice for customers.

Skills

Attention to detail

MS Office

ServiceHub

Communication

Administration

Team management

Multitasking

Wine knowledge

Wine trade experience

Customer service

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.