Customer Service Manager

Customer Service Manager


WOW Recruitment are partnered with a growing global consumer electronics business to find their next Customer Service Manager. 

With continued growth across wholesale and direct-to-consumer channels, this is an opportunity to take ownership of a small Customer Service function and help shape how it operates for the next stage of growth.

You'll be joining a business with an established portfolio of leading consumer brands, working with major Australian retailers and a growing e-commerce channel.

Reporting directly to the General Manager APAC, you'll lead a team of 2–3 Customer Service Representatives while remaining hands-on yourself.
This is a genuine opportunity to build, improve and shape the function. You'll be responsible for putting structure around workflows, establishing clear performance expectations and developing a team that can deliver a consistently high level of service.

You will be

• Leading, coaching and developing a team of 2–3 Customer Service Representatives
• Establishing and monitoring KPIs, SLAs and performance expectations
• Overseeing high-volume customer and retailer enquiries across B2B and D2C channels
• Managing customer orders through SAP, including EDI and direct-entry orders
• Improving workflows across orders, returns, credits, enquiries and escalations
• Overseeing customer portals and marketplace administration
• Managing customer complaints, claims, returns and delivery investigations
• Improving reporting, visibility and accountability across the function
• Reviewing and improving the use of Deskpro and ticket management processes
• Working closely with Sales, Logistics, Warehouse, Finance and Brand teams
• Identifying recurring issues and implementing practical process improvements
• Providing regular reporting and insights to senior leadership

You Are

• Proactive, decisive and comfortable taking ownership.
• 3–5+ years of experience in Customer Service, including leadership or team-leading experience
• Experience coaching, developing and performance-managing a team
• Strong SAP ERP experience
• Experience working in a high-volume customer service environment
• A strong process-improvement mindset
• Excellent organisational and problem-solving skills
• Strong communication and stakeholder management skills
• The confidence to introduce structure, challenge existing processes and drive change
• A hands-on approach — you're comfortable leading from the front and getting into the detail

Experience across B2B distribution, retail, consumer electronics, logistics or wholesale would be an advantage, but industry specific experience isn't essential for the right person.

You'll have direct visibility with senior leadership and exposure across Operations, Sales, Logistics and major retail partners. As the business continues to grow, there is scope for the right person to develop their career across Operations, Product, Sales or broader commercial functions.

If this sounds like the role you could excel in, please APPLY NOW or contact Caitin - Caitlin@wowrecruitment.com.au // 02 8320 0683