Job Info
Location: CANNING VALE, WA
Salary: Not Specified
Job Type: Permanent position | Full time position
Job Description
Role Summary The Customer Service Manager is responsible for leading and optimising the end-to-end customer service function across the business.
This role ensures consistent, high-quality service delivery and organisational standards, driving customer satisfaction, operational efficiency, and team performance Key Responsiblities Customer Service Strategy & Policies
Develop, implement, and continuously improve customer service policies, procedures, and standards.
Ensure consistency of service delivery across all branches and customer touchpoints.
Monitor compliance with internal processes and operational standards.
Operational Management
Oversee daily customer service operations, including enquiries, orders, after-sales support, and issue resolution.
Ensure all customer interactions are tracked, followed up, and resolved within agreed service levels.
Drive continuous improvement in workflows, systems, and response times.
Team Leadership & Capability Building
Lead, coach, and develop customer service team members across locations.
Set clear performance expectations, KPIs, and accountability structures.
Identify training needs and support onboarding, upskilling, and continuous development.
Participate in the recruitment and selection of team members, providing direction and constructive feedback to support ongoing performance.
Manage workforce planning for the customer service function, including rostering, leave, and capacity planning across locations.
Service Delivery & Customer Experience
Ensure high-quality service standards across all customer touchpoints.
Monitor customer feedback, complaints, and escalation trends.
Implement improvements to enhance customer experience and retention.




Performance & Reporting
Track and report on key service metrics (e.g. response times, resolution rates, customer satisfaction).
Analyse trends and provide insights to leadership.
Drive accountability for service outcomes across teams.
Systems & Process Management
Ensure effective use of CRM/ERP systems (e.g. EXO or equivalent).
Maintain accurate records of customer interactions and service outcomes.
Identify and implement system improvements to support efficiency and visibility.
Cross-Functional Collaboration
Work closely with Sales, Operations, Warehouse, and Finance teams.
Ensure alignment between customer service processes and broader business objectives.
Support continuous improvement initiatives across the organization.
Liaise with internal and external stakeholders, including service agents and suppliers, to identify and respond to customer expectations and service gaps.
Budget & Resource Management
Contribute to the development and management of the customer service department budget.
Monitor expenditure against approved budgets, identify variances, and recommend corrective actions.
Ensure resources are allocated effectively to maintain service levels and support business growth.
After-Sales Service & Customer Retention
Plan and implement after-sales service programs to follow up on customer satisfaction, verify the performance of goods purchased, and identify opportunities to enhance or improve service offerings.




Maintain sound customer relations through proactive engagement and timely resolution of concerns.
You will be measure on: Quote Conversion Rate % Customer Satisfaction Score (CSAT / NPS) Average Response and Resolution Time Team Member Retention and Engagement Escalation and Complaint Resolution Rate
Must have: Strong leadership and people management skills Customer-first mindset with strong problem-solving ability Strong relationship-building and negotiation skills Proficiency in CRM platforms Excellent communication and presentation abilities Tactical thinker with a customer-first mindset Our Core Values We are driven by our core values: Complete Ownership — Take responsibility
Blame no one
Do what it takes
Bare Maximum — Near enough isn't good enough
Beat industry standards
Do more than expected
Think Outside the Box — Embrace Change
Always learning & Improving
Solutions not just problems
Genuinely Care — Do the right thing
Be generous
Help others and take the time to understand
United Front — No silos, no politics, no ego.
Everyone puts forward ideas, we back the best one
Celebrate the wins together
These values form the core of what we do every day, and we want people on our team who embrace and believe in these values.
Why Join Autoline?
Join a values-led, family-owned business with long-term opportunity
Work in a friendly warehouse environment using scanners, systems, and transparent processes Get trained and supported by a collaborative leadership team Build real skills in warehousing, stock control, and technology you can take anywhere Be part of a team that values ideas, improvement, and taking ownership
If you're keen to learn, comfortable with technology, and want a role where you can grow, this is a great opportunity.

📌 Customer Service Manager (Western Australia)
🏢 Autoline
📍 Western Australia