Customer Service Manager

Customer Service Manager | Fashion Wholesale | Geelong

Your new company

Join a dynamic and growing fashion wholesale business with a strong national presence and a customer base of over 500 retailers across Australia. This organisation is known for its collaborative culture, commitment to excellence and innovative approach to customer service and sales support.

Your new role

This full-time, office-based role in South Geelong offers an exciting opportunity to lead a high-performing Customer Service Team. You’ll be responsible for enhancing the customer experience, supporting the national sales team and driving operational improvements. Your leadership will ensure the team meets KPIs, resolves escalations effectively and maintains high service standards.

Key responsibilities:
  • Lead and motivate the Customer Service Team to deliver exceptional service.
  • Oversee customer enquiries and escalations, ensuring timely and effective resolution
  • Monitor service quality and identify areas for improvement
  • Drive process enhancements and operational efficiency across all service channels
  • Prepare and present regular performance reports and insights
  • Conduct coaching sessions, performance reviews and team meetings
  • Foster a culture of engagement, excellence, and recognition
  • Manage resources and workflow to meet service level expectations
  • Collaborate cross-functionally to proactively solve problems
  • Maintain strong relationships with key customer accounts
  • Support the national sales team with reporting and communication
  • Ensure accurate data entry aligned with internal deadlines and processes
  • Present analysis at weekly status meetings and manage seasonal order maintenance

What you'll need to succeed

  • 2+ years’ experience in customer service management
  • Proven leadership in a large team environment
  • Strong understanding of customer service operations and best practices
  • Proficiency in ERP systems and Microsoft Office (Excel & Word)
  • Experience with B2B platforms (advantageous but not essential)
  • Excellent communication, planning and conflict resolution skills
  • Ability to analyse data and drive performance improvements
  • Resilience, adaptability and a customer-centric mindset
  • Collaborative approach with strong stakeholder engagement skills

What you'll get in return

  • Supportive and close-knit team culture
  • Generous staff discounts
  • Free on-site parking
  • Opportunity to make a meaningful impact in a growing business

What you need to do now

If you're ready to take the next step in your career and lead a team in a fast-paced, customer-focused environment, we’d love to hear from you. Apply online now or contact Summa (03) 5226 8007 for a confidential discussion.


LHS 297508

Summary

Job Type
Permanent
Industry
Manufacturing & Production
Location
VIC - Geelong
Specialism
Office Support
Pay
Competitive Salary
Ref:
2957894
Closing date
16 Nov 2025

Talk to a consultant

Talk to Summa Tickell, the specialist consultant managing this position, located in Geelong
Suite 16, Level 1, 240 Pakington St

Telephone: 0352268007

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