Benefits

• Supportive Leadership and a collaborative, high-performing culture
• Flexible work arrangements
• Career advancement opportunities
• Opportunity to make an immediate impact through process improvement and system implementation

The Company

This well-established Australian organisation has a strong reputation for quality products, reliable service, and long-term industry partnerships. Operating across wholesale distribution and manufacturing, they supply a diverse customer base through national networks and pride themselves on operational excellence, innovation, and a supportive team culture.

They are seeking an experienced Customer Service Manager who is ready to take charge in a high-volume, fast -paced wholesale distribution environment. Someone who can improve systems, drive KPI'S and lead a team to deliver exceptional service.

The Position

Reporting to the Operations Manager, you'll be responsible for managing our Customer Service function across B2B and B2C channels. You'll work closely with internal teams including Finance, Sales, Operations and 3PL partners to ensure seamless service delivery and continual process improvement.

You'll also play a key role in system implementation and optimisation including Zendesk ticketing setup, EDI onboarding, and driving performance through KPI reporting and training initiatives.

Responsibilities will include:

• Develop, coach, and lead the customer service team, fostering a culture of service excellence
• Manage multiple stakeholders to ensure efficient service delivery and high-quality outcomes
• Partner with Finance to manage account reconciliations, credit claims, and financial reporting
• Oversee staffing, onboarding, cross-training, and succession planning
• Act as the main point of escalation for customer issues and service disruptions
• Build and maintain strong relationships with 3PL providers to ensure service level agreements are met
• Track, analyse, and report on KPI performance, identifying opportunities for improvement
• Oversee Zendesk ticketing implementation and ongoing optimisation
• Drive EDI onboarding and integration for new wholesale partners
• Collaborate across departments, Sales, Operations, and Customer Service to streamline processes and enhance the customer experience

The Candidate

The successful applicant must be an experienced leader with a strong customer-centric focus, a keen ability to identify shortfalls and upskill the team, and a natural talent for inspiring high-performance teams.

• Proven leadership experience in Customer Service
• 3PL experience - CRITICAL
• Financial acumen and proven experience working with Finance to reconcile accounts - CRITICAL
• Proven experience in the wholesale distribution industry (sales, customer service)
• Strong analytical skills and a data-driven approach to KPI tracking and reporting
• Experience implementing or managing Zendesk or similar ticketing systems
• Exposure to B2B/B2C customer environments and managing credit claims
• Experience with EDI onboarding and integration processes
• Excellent leadership, communication, and problem-solving skills

If you have the above experience, please Apply now! or call Lauren Toledo on 03 9088 2279 for a confidential discussion.