The Company
A well-established, dynamic business recognised across Australasia for distributing and marketing some of the most trusted consumer brands.

The Role
Lead a team of four CSRs and play a key role in the Senior Operations Team. You’ll take ownership of the customer service function, develop the team, and implement best-practice systems and processes that ensure timely, professional, and effective support for customers and internal stakeholders.
This is a unique opportunity for a motivated leader to transform a service function, build team capability, and contribute directly to business performance.

Responsibilities

• Lead and coach the Customer Service team to improve performance and outcomes
• Identify and implement process improvement initiatives
• Drive Zendesk automation processes
• Report on service performance and contribute to operational decision-making
• Manage internal order processing, returns and credit handling
• Collaborate with product, warehouse, and sales teams to improve customer outcomes

Benefits

• Lead the transformation of a customer service team and make a real impact
• Enjoy staff discounts on trusted lifestyle and consumer electronics brands
• Annual salary reviews and staff incentive programs
• Join a passionate, energetic, and supportive team environment
• Career development opportunities with a business that values growth and contribution
• Convenient north-west Melbourne location

Skills and Experience

• Proven experience in a similar management level role
• Experience using and optimising CRM systems (Zendesk preferred)
• Strong order processing, returns and credit management knowledge
• Excellent written and verbal communication skills
• High level of attention to detail, time management, and team-building ability
• Background in consumer products or technical environments highly regarded

Company Culture
This is more than just a job — it's a chance to build a career with a business that values integrity, innovation, and its people. You'll be supported to grow professionally and make a meaningful contribution to a team that works collaboratively and celebrates success.