Wine Industry Customer Experience Manager

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. 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.