Customer Service Manager

Location: Cronulla

Salary Package: $150k + Super

Role Highlights: Exciting senior leadership opportunity to elevate and optimise the end-to-end customer operations function within a technical products and solutions business. This role will take ownership of customer service delivery, operational effectiveness and process enhancement, with a strong focus on establishing best-practice systems, procedures and service frameworks. You will play a key role in improving operational performance, enhancing customer outcomes and implementing scalable processes that support business growth and long-term success.

Role Overview: Reporting to senior leadership, the Customer Service Manager will lead the Customer Service function while driving business-wide improvements across customer processes, pricing administration, quoting and service delivery. This role is centred around creating structure, consistency and operational excellence throughout the customer journey, ensuring the function is positioned to support future growth. On a day-to-day basis, you will oversee customer service performance, manage escalations and collaborate closely with Sales, Operations, Supply Chain and Finance to deliver a seamless customer experience. A significant focus of the role will be reviewing existing processes, identifying inefficiencies and implementing improvements that increase productivity, service quality and customer satisfaction. You will champion continuous improvement initiatives, establish measurable performance standards and foster a culture that prioritises accountability, collaboration and customer excellence. This role is ideally suited to a leader who enjoys building frameworks, driving operational improvements and creating high-performing customer functions within technical, industrial, manufacturing, infrastructure or construction-related environments.

Responsibilities:

• Lead and mentor the Customer Service team, implementing effective processes, service standards and operational disciplines to improve performance and consistency.
• Identify and drive continuous improvement opportunities across the customer journey, streamlining workflows and enhancing operational efficiency.
• Work collaboratively with Sales, Operations, Supply Chain and Finance to improve cross-functional processes and customer outcomes.
• Manage escalations, reporting and service performance analysis, leveraging data and insights to deliver sustainable operational improvements.

Candidate Profile: You are an experienced Customer Operations, Customer Experience or Customer Service leader with a proven background in process optimisation and operational improvement within technical, industrial, manufacturing or customer-focused organisations. You bring strong commercial awareness and exposure to customer operations, pricing administration, quoting processes and service delivery improvement. Most importantly, you are passionate about finding better ways of working and enjoy building structure, improving processes and creating scalable solutions that enhance both customer and business outcomes. You possess a genuine growth mindset and are energised by environments focused on progress, innovation and continuous development. You are a hands-on and collaborative leader who builds credibility through action, develops strong internal relationships and brings a practical approach to problem solving. With excellent communication skills, strong analytical capability and a customer-first mindset, you are comfortable influencing stakeholders across Sales, Operations, Supply Chain and Finance while balancing strategic initiatives with day-to-day operational leadership.

Culture & Benefits: Join a respected Australian organisation recognised for its commitment to quality, innovation and long-standing customer relationships within the technical products and solutions industry. This business promotes collaboration, continuous improvement and operational excellence, providing the opportunity to make a meaningful impact across the organisation.

• Lead significant operational improvement projects across the customer function.
• Build and enhance scalable processes, systems and service frameworks.
• Partner closely with senior leadership to influence customer strategy and business outcomes.