Customer Service Manager

Seeking a dynamic leader for a top Australian retailer. Join an innovative team dedicated to elevating customer satisfaction, both instore & online.

• About the Company

Our client is a leading kitchenware and homeware retailer in Australia with 18 stores nationwide and a thriving online presence, reaching international markets. A family-owned business with a longstanding legacy, they inspire passion for food preparation, cooking, and serving. Committed to providing exceptional advice and value, they are dedicated to enhancing the cooking experience for every customer.

We are seeking an experienced Customer Service Manager to lead this pivotal department within our client's business. This role involves overseeing and inspiring a team of 15 customer service professionals, located at our Fremantle Head Office or working remotely across national and international locations. As a visionary leader, you will be instrumental in developing and motivating your team to achieve excellence while effectively communicating with diverse stakeholders. Reporting to the Executive Team, this dynamic role offers broad challenges and opportunities.

• The Job Role
• Enhance efficiency processes to boost productivity and facilitate growth
• Lead, influence, and support your team to surpass service expectations
• Foster the growth and development of your team to ensure long-term retention
• Skillfully manage rosters to meet national demand across various trade patterns
• Monitor and manage kpi's, trends and response rates to customer queries and service timelines
• Engage in hands-on leadership with a collaborative and inclusive approach
• Forge strong relationships with internal and external stakeholders
• Deliver exceptional customer experiences across all touchpoints
• What You Will Have
• Proficiency in online customer service tools and e-commerce platforms (Netsuite ideal but not essential)
• Experience in leading and influencing an Online Retail Customer Service Team
• Exceptional attention to detail with a solution-focused mindset
• Strong organisational skills and a commitment to continuous process improvement
• Ability to multitask and provide timely solutions in various situations
• Analytical skills to interpret data and drive outcomes
• Proven track record in implementing service processes and achieving KPIs
• Customer-first approach with excellent verbal and written communication skills
• Humble, genuine, and approachable leadership style
• What You Will Receive
• Salary from $95k + super
• Opportunity to join a growing local business with a loyal customer base
• Supportive and inspirational leadership team
• Authentic company culture centered around people and connection
• Structured induction plan to ensure a successful onboarding experience
• Outstanding product discounts for personal and professional use

For any questions or a confidential conversation, please call Elissa on (08) 6365 0059