WAM Australia is a leading provider of bulk material handling systems and equipment, specializing in delivering solutions for industrial sectors such as food processing, chemicals, plastics, and waste management. WAM Australia is now looking for an experienced and talented Customer Service Manager to join their team. The right candidate will be responsible for: Oversee customer interactions, ensuring issues are resolved promptly and effectively. Act as the escalation point for complex inquiries, providing technical guidance on WAM’s bulk material handling systems. Supervise and mentor the customer service team, ensuring they are trained in product knowledge and service protocols. Conduct regular performance evaluations and provide feedback for team development. Analyze service workflows to identify areas for improvement, aiming to enhance efficiency and customer satisfaction. Implement new strategies for streamlining order handling, after-sales service, and product delivery. Foster strong relationships with key clients, providing personalized support and ensuring their long-term satisfaction. Coordinate with the sales and engineering departments to offer technical advice and post-sale assistance to clients. Track service metrics, such as customer satisfaction scores, response times, and resolution rates. Prepare regular reports for senior management, presenting key insights and action plans to improve service delivery. Implement systems for collecting customer feedback and identifying recurring issues. Use feedback to guide product development and service enhancements. Manage the end-to-end process of customer complaints, ensuring swift, effective solutions and implementing measures to prevent recurrence. About you: At least 2 years of experience as a Customer Service Manager; Strong leadership skills to manage and motivate a customer service team; Excellent verbal and written communication to handle client inquiries, complaints, and provide clear instructions to staff; Ability to resolve complex customer issues and implement solutions; Ability to track metrics, analyze feedback, and improve processes; Job Type: Permanent/full-time Salary: $70,000-$90,000