Operations Manager - Customer Service, Warehouse & Logistics

AustCorp Executive; Melbourne; On-site; AUD 110,000 - 150,000; Full time

Job summary

AustCorp Executive is seeking an experienced Operations Manager to lead our Customer Service team and coordinate Warehouse & Logistics operations in Melbourne. The role combines people leadership with process improvement to deliver outstanding order accuracy and customer satisfaction.

You will oversee customer service delivery, collaborate with Sales and other teams, and drive efficiency across the end-to-end service and logistics chain, including WHS and QMS practices.

Qualifications

• Proven experience leading a Customer Service or Administration team.
• Strong leadership, communication and stakeholder management skills.
• Experience overseeing customer orders, enquiries and service delivery.
• Experience coordinating warehouse and logistics functions is advantageous.

Responsibilities

• Lead and develop the Customer Service team and manage performance.
• Oversee day-to-day customer service operations, ensuring enquiries and orders are handled efficiently.
• Maintain strong customer relationships and resolve escalated issues.
• Monitor team KPIs and drive continuous improvement.
• Develop and implement customer service workflows and standards.
• Collaborate with Sales and internal departments to ensure a consistent customer experience.
• Oversee warehouse and logistics coordination to support order fulfilment.
• Ensure effective communication between Customer Service, Warehouse and Logistics.

Skills

Customer service leadership

Leadership

Communication

Stakeholder management

Order management

Continuous improvement

Systems skills

Tools

ERP/CRM software

Job description

Operations Manager - Customer Service, Warehouse & Logistics

About the role

Following an organisational restructure, the Customer Service and Warehouse & Logistics functions have been consolidated into a single Operations business unit.

• Seeking an experienced and hands-on Operations Manager to lead the Customer Service team while overseeing the coordination of warehouse and logistics activities.
• This role would suit an experienced Customer Service Manager, Customer Service & Administration Manager, or Operations professional with strong leadership, organisational and process management skills.
• The primary focus of the position is the effective management and development of the Customer Service team, ensuring a high level of customer satisfaction, efficient order management and seamless coordination across internal departments.

Key Responsibilities Customer Service & Team Leadership

• Lead, manage and develop the Customer Service team, providing guidance, coaching and performance management.
• Oversee day-to-day customer service operations, ensuring enquiries, orders and customer issues are handled efficiently and professionally.
• Maintain strong customer relationships and support the resolution of escalated enquiries or complaints.
• Monitor team performance, service levels and key operational metrics, identifying opportunities for continuous improvement.
• Develop and maintain customer service procedures, workflows and standards.
• Work collaboratively with Sales and other internal departments to ensure a consistent and positive customer experience.

Warehouse & Logistics Coordination

• Oversee the coordination of warehouse and logistics activities alongside the Customer Service function.
• Support efficient order fulfilment, inventory coordination, dispatch and delivery processes.
• Ensure effective communication between Customer Service, Warehouse, Logistics and other relevant stakeholders.
• Identify opportunities to improve processes, operational efficiency and cross-functional collaboration.

Broader Business Responsibilities

• Quality Management Systems (QMS): Supporting quality procedures, documentation, audits and continuous improvement initiatives.
• Work Health & Safety (WHS): Assisting with workplace safety processes, documentation and compliance initiatives.
• Employee Engagement: Participating in the Social Committee and supporting internal engagement activities.
• Office Management: Coordinating general office administration, facilities and related business requirements.

About You

You are an organised, proactive and commercially minded professional who enjoys leading people, improving processes and ensuring operational functions run smoothly.

You will ideally bring:

• Demonstrated experience managing a Customer Service or Administration team.
• Strong leadership, communication and stakeholder management skills.
• Experience overseeing customer orders, enquiries, complaints and service delivery.
• The ability to manage competing priorities in a fast-paced operational environment.
• Strong administrative, organisational and problem-solving capabilities.
• Experience working collaboratively across Customer Service, Warehouse, Logistics, Sales or other operational functions.
• A continuous improvement mindset, with the ability to identify and implement more efficient ways of working.
• Strong systems skills and confidence using business software and reporting tools.

Experience with QMS, ISO standards, WHS or office management would be advantageous, but is not essential for the right candidate.