Customer Service Manager in Melbourne

Premium Floors Australia – Keysborough VIC

Premium Floors, a leading distributor of timber, laminate, hybrid, vinyl and bamboo flooring, is seeking an experienced and hands‑on Customer Service Manager to lead our national customer service team. This full‑time position, based in Keysborough, offers an exciting opportunity to take full ownership of the Customer Service function, drive improvement, and support our customers across Australia.

If you’re passionate about leadership, operational excellence and building a high-performing team, this is your chance to make a meaningful impact.

About the Role

Reporting to the Operations Manager and working closely with Sales, Operations and Warehousing, you will ensure our customers (including major retail chains and independent flooring retailers) receive exceptional support.

Your key responsibilities will include:

Leadership & People Management

• Lead, mentor and develop a national Customer Service team across multiple states.

• Build a collaborative, customer‑focused culture with strong communication and accountability.

• Drive capability uplift, performance management and development across the team.

Hands‑On Operational Coverage

• Be an expert in customer service processes and systems, including all frontline activities.

• Provide coverage when needed, jumping in to support order entry, inbound inquiries, allocations or customer escalations.

• Ensure you maintain a deep understanding of day‑to‑day workflows, enabling practical coaching and problem‑solving.

Customer Experience & Service Quality

• Ensure prompt, professional resolution of customer inquiries, issues and complaints.

• Lead initiatives that enhance customer satisfaction, service consistency and response times.

• Work cross‑functionally to resolve operational bottlenecks and improve end‑to‑end customer experience.

Order Processing & Operational Excellence

• Oversee accurate and timely entry, allocation and management of all customer orders.

• Drive process improvements that increase efficiency, reduce errors and optimise workflow.

• Collaborate closely with warehousing, sales and logistics to support operational priorities.

About You

We’re looking for someone who brings:

• Proven experience managing and leading a customer service team, ideally in a product, distribution or wholesale environment.

• A practical, hands‑on leadership style, willing and able to step into frontline tasks when required.

• Strong problem‑solving skills and the ability to coach teams using real‑time examples.

• Excellent organisational skills with the ability to prioritise competing demands.

• Experience with SAP or similar ERP/order management systems (highly desirable).

• A continuous improvement mindset with experience enhancing processes and customer outcomes.

You’ll thrive in this role if you enjoy taking ownership, building relationships, empowering others and creating a culture of service excellence.

Why Premium Floors?

As part of Mohawk Industries, the world’s largest flooring manufacturer and a Fortune 500 company, Premium Floors is recognised for its quality products, trusted brands and national footprint.

Joining us means being part of a supportive, people‑focused business with:

• The opportunity to shape and elevate the Customer Service function nationally.

• Competitive salary and secure ongoing employment with a respected industry leader.

• A strong commitment to collaboration, safety and continuous improvement.

• Access to our Employee Assistance Program (counselling, legal, financial and wellbeing support).

• A culture that values initiative, innovation and doing things the right way.

Ready to Lead and Make an Impact?

If you're ready to lead a capable team, elevate customer experience and bring a hands‑on approach to national operations, we’d love to hear from you.

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