Customer Service Manager~ Online team

Job Description

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This successful international business partners with some of Australia's leading online retailers and marketplaces, including Temple & Webster, Freedom Furniture, Fantastic Furniture, Woolworths Marketplace, Bunnings and more. Operating through a B2B dropship model, they play a critical role in fulfilling orders and delivering a seamless experience to both retail partners and their customers.

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Reporting to the eCommerce Manager, this newly created hands-on role will support the day-to-day running of the customer service function and enhance the overall customer experience across all channels.

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Working cross-functionally with Buying, Warehouse, 3PL, Logistics, and the wider Online team, you will play a key role in resolving issues, improving workflows, and ensuring smooth operations.

Your varied key responsibilities will involve: \n

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• Supervising 2 offshore Customer Service team members, including mentoring, development, and performance management
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• Overseeing daily customer service operations across multiple platforms and retail partners
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• Managing escalated customer issues, including refunds, credit claims, change of mind cases (non re-stockable), order-related concerns, and reportable cases
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• Building, documenting, and improving SOPs, workflows, and processes
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• Maintaining CRM accuracy and delivering regular reporting and actionable insights
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• Identifying recurring issues and trends, driving root cause analysis and continuous improvement
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• Preparing retail customer reporting by case type
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• Working closely with internal teams (Buying, Warehouse, 3PL, Logistics) to improve processes and customer outcomes
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• Supporting order management and stock-on-hand (SOH) uploads as required
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• Driving customer satisfaction and service standards across the Online business
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• Managing credits reporting, including discrepancies and liaison with Accounts and retail partners
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• Collaborating with senior stakeholders to implement practical, customer-focused improvements
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About you… \n

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• Previous experience in a Team Leader, Supervisory, or Management role
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• Experience in customer service within an online, eCommerce, and/or retail environment
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• Experience managing and mentoring offshore teams (BPO environment preferred)
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• Strong experience handling escalations, refunds, and credit claims
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• Solid understanding of SOPs, workflows, and process improvement
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• Analytical mindset with the ability to identify root causes and implement solutions
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• Highly organised, with strong attention to detail and ability to manage competing priorities
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• Familiarity with ERP systems, stock movement, and related transactions
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• Experience with CRM platforms such as Freshdesk (or similar)
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• Intermediate Excel skills with reporting and data analysis experience
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• Customer-first mindset with a calm, adaptable, and solutions-focused approach
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• Newly created opportunity to shape and influence the customer service function
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• Work with leading Australian retail brands in a fast-paced eCommerce environment
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• Make a meaningful impact on customer experience and operational efficiency
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• Collaborative and supportive team culture
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• Strong potential for career growth and development
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Competitive salary package + Super + free parking + hybrid working (after 6 months) + additional perks

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If you're a proactive leader who enjoys building a high-performing small team and improving processes we look forward to speaking with you!

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