Customer Service Manager

Location: CANNING VALE, WA

Salary: Not Specified

Job Type: Permanent position | Full time position

Role Summary The Customer Service Manager is responsible for leading and optimising the end-to-end customer service function across the business. This role ensures consistent, high-quality service delivery and organisational standards, driving customer satisfaction, operational efficiency, and team performance Key Responsiblities Customer Service Strategy & Policies

• Develop, implement, and continuously improve customer service policies, procedures, and standards.

Ensure consistency of service delivery across all branches and customer touchpoints. Monitor compliance with internal processes and operational standards. Operational Management

• Oversee daily customer service operations, including enquiries, orders, after-sales support, and issue resolution.

Ensure all customer interactions are tracked, followed up, and resolved within agreed service levels. Drive continuous improvement in workflows, systems, and response times. Team Leadership & Capability Building

• Lead, coach, and develop customer service team members across locations.

Set clear performance expectations, KPIs, and accountability structures. Identify training needs and support onboarding, upskilling, and continuous development. Participate in the recruitment and selection of team members, providing direction and constructive feedback to support ongoing performance. Manage workforce planning for the customer service function, including rostering, leave, and capacity planning across locations. Service Delivery & Customer Experience

• Ensure high-quality service standards across all customer touchpoints.

Monitor customer feedback, complaints, and escalation trends. Implement improvements to enhance customer experience and retention. Performance & Reporting

• Track and report on key service metrics (e.g. response times, resolution rates, customer satisfaction).

Analyse trends and provide insights to leadership. Drive accountability for service outcomes across teams. Systems & Process Management

• Ensure effective use of CRM/ERP systems (e.g. EXO or equivalent).

Maintain accurate records of customer interactions and service outcomes. Identify and implement system improvements to support efficiency and visibility. Cross-Functional Collaboration

• Work closely with Sales, Operations, Warehouse, and Finance teams.

Ensure alignment between customer service processes and broader business objectives. Support continuous improvement initiatives across the organization. Liaise with internal and external stakeholders, including service agents and suppliers, to identify and respond to customer expectations and service gaps. Budget & Resource Management

• Contribute to the development and management of the customer service department budget.

Monitor expenditure against approved budgets, identify variances, and recommend corrective actions. Ensure resources are allocated effectively to maintain service levels and support business growth. After-Sales Service & Customer Retention

• Plan and implement after-sales service programs to follow up on customer satisfaction, verify the performance of goods purchased, and identify opportunities to enhance or improve service offerings.

• Blame no one
• Do what it takes

Bare Maximum — Near enough isn't good enough

• Beat industry standards
• Do more than expected

Think Outside the Box — Embrace Change

• Always learning & Improving
• Solutions not just problems

Genuinely Care — Do the right thing

• Be generous
• Help others and take the time to understand

United Front — No silos, no politics, no ego. Everyone puts forward ideas, we back the best one

• Celebrate the wins together