Bibendum Wine Co. is one of Australia’s most respected independent importers and distributors of fine wine and craft spirits. Business operations are based in Melbourne, with sales and logistics resources distributed in all major Australian markets.
We are looking for a driven and dynamic Customer Service Manager to lead our Customer Service area overseeing order processing, sales support, and customer account administration. The Customer Service Manager works alongside the sales, logistics, finance and marketing functions of the business to deliver on defined service standards and commercial goals. The role is based in our office in Abbotsford, Victoria.
KEY 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
KEY COMPETENCIES AND REQUIREMENTS
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Outstanding attention to detail, organisational and customer service experience
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Efficient competency with MS Office suite, Acumatica ERP and ServiceHub software
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Excellent communication and administration skills
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Ability to coordinate with internal and external resources to deliver on projects and responsible actions
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Ability to manage a team and coordinate delivery tasks in line with business standards and priorities
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Capacity to multitask and thrive in a demanding, dynamic work environment
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Compliance with all standard operating procedures and company policies
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A genuine passion for service and familiarity with quality wine and spirits
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Experienced in the wine trade an obvious advantage.
Remuneration within a range will be commensurate with experience.
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Customer Service Manager - Wine Industry in Melbourne employer: Bibendum Wine
Bibendum Wine offers a dynamic work environment where employees can thrive in a service-focused culture. The company encourages collaboration across various departments, providing opportunities for professional growth and development. Employees benefit from a supportive team atmosphere and the chance to optimize customer service processes.
