Customer Service Supervisor

Phoenix Steel Sales; Brisbane; On-site; AUD 75,000 - 105,000; Full time

Job summary

Burndy Cable Support Systems in Brisbane is seeking a hands-on Customer Service Supervisor to coordinate daily activities, oversee order processing and guide the service team. You will work with quoting, warehouse and inventory colleagues to ensure smooth operations and timely responses to customers.

The role requires strong communication, problem-solving skills and previous supervisory experience in a B2B or manufacturing environment.

Qualifications

• Experience supervising customer service teams.
• Experience in B2B or industrial supply environments.
• Strong communication and problem-solving skills.

Responsibilities

• Coordinate daily customer service activities, workloads and priorities.
• Assist with sales order entry, customer enquiries and credits as required.
• Support and guide customer service staff to maintain accuracy and service standards.
• Monitor customer orders, backorders and delivery commitments.
• Collaborate with Quotes Officer to advance quotations.
• Coordinate with Warehouse Supervisor on picking, packing and dispatch.
• Communicate stock shortages and availability to Inventory Control.
• Manage customer complaints and escalations professionally.
• Identify opportunities to improve service processes and efficiency.
• Build positive working relationships across the Brisbane operation.

Skills

Customer service supervision

Team leadership

Order processing

Communication

Problem-solving

Tools

ERP systems

Job description

Reporting to the QLD State Manager, you will play an important role in the day-to-day coordination of our customer service function. This is a hands-on position, where you'll be actively involved in customer enquiries, order processing and problem-solving while working closely with our quoting, warehouse and inventory teams.

Key responsibilities

• Coordinate daily customer service activities, workloads and priorities.
• Assist with sales order entry, customer enquiries and credits as required.
• Support and guide customer service staff to maintain accuracy and service standards.
• Monitor customer orders, backorders and delivery commitments.
• Work closely with the Quotes Officer to ensure customer enquiries and quotations progress efficiently.
• Liaise with the Warehouse Supervisor to coordinate order priorities, picking, packing and dispatch.
• Communicate stock shortages and availability issues to Inventory Control.
• Manage customer complaints and escalations in a professional and timely manner.
• Identify opportunities to improve customer service processes, communication and efficiency.
• Build positive working relationships across the Brisbane operation.

About you

• Previous experience in customer service supervision, team leadership or a similar coordinating role.
• Experience in a B2B environment, preferably within manufacturing, electrical products, industrial supplies, construction products or wholesale distribution.
• Strong order processing, customer service and administrative skills.
• Experience working with ERP or order management systems.
• Excellent communication, organisation and problem-solving skills.
• The ability to manage competing priorities in a busy environment.
• A positive, approachable leadership style and willingness to lead by example.
• An understanding of warehouse, inventory and delivery processes would be highly regarded.

About us

Burndy Cable Support Systems is an established Australian manufacturer and supplier of cable support solutions to the electrical, construction and industrial sectors.