Customer Service Manager WOW Recruitment are seeking a Customer Service Manager role on behalf of our client, a well-respected distributor, supplying major national retailers and operating a growing direct-to-consumer eCommerce channel. This newly created role is is an opportunity for a proactive, hands-on leader to step into a role with genuine autonomy and the ability to shape how customer service operates across the business, putting your own stamp on the role. What’s in it for you? Newly created leadership role with real ownership and autonomy Opportunity to build structure, improve processes, and uplift a customer service function Exposure to major national retailers and global consumer brands Incentives Supportive culture Long-term career development opportunities You will be Leading and supporting a small Customer Service team, remaining hands-on where required Owning day-to-day customer service operations across B2B retail partners and direct-to-consumer eCommerce Managing ticket based enquiries via phone and email channels Handling enquiries relating to order status, delivery updates, invoices, PODs, credits, returns, and after-sales support Introducing structure around SLAs, response times, workflow prioritisation, and escalations Improving the use of the ticketing system Creating and maintaining reporting and dashboards to measure team performance Using SAP for order management, customer data, and operational reporting About you 1-2 years of team leadership/management of a customer service team Prior use of SAP preferred Strong prioritisation skills and ticketing triage A proactive, self-driven leader who takes initiative and ownership Comfortable making decisions and introducing structure The ability to nurture, coach and develop team members Supportive and practical leadership style Confident communicator who can manage internal stakeholders and external customers Process-focused with a strong interest in improving systems and workflows Experience in customer service within distribution, wholesale, retail, eCommerce, electronics, or logistics-heavy environments If this sounds like the role for you please APPLY NOW or contact Caitlin - [email protected] // 02 8320 0683