About the Company:

At ChemSupply Australia Pty Ltd (CSA), we deliver products that produce exceptional results for our clients, partners, employees, and the wider community. Founded in 1989, we now employ over 100 people across four manufacturing facilities in Adelaide and Queensland (CSA Scientific, CSA Pathology, and CSA Ingredients). We are proud to be Australia’s trusted supplier of chemicals, reagents, and ingredients for scientific, industrial, food, and pathology sectors.

Our vision is driven by a strong commitment to safety, quality, collaboration, ethical responsibility, and continuous improvement. Operating with ISO certified quality management systems, we nurture a workplace where every individual's contribution is valued. Our core values guide everything we do. Join CSA and be part of a team that is dedicated to professional excellence, innovation, and making a positive impact.

Why Join CSA:

- Our culture is built on core values – Better Together, You can count on us, Doing the right thing, Now and into the future!

- Safety and wellbeing of our employees is our top priority!

- We provide ongoing long-term career development and training opportunities.

- We provide genuine support and a down to earth workplace.

- We encourage continuous improvement and value your contribution.

- Our CSA Community program, donate to charities, participate in community projects and volunteer!

About the Position:

The Customer Experience Manager provides effective leadership to ensure their team and other departments consistently meet customer expectations. The role oversees and continually improves the customer experience whilst fostering open communication, collaboration and employee development. Key responsibilities include managing the day to day operations of the customer operations department, identifying opportunities to improve efficiency and service delivery, and ensuring the team’s resources are used effectively.

Our ideal candidate is a collaborative and supportive leader who inspires others to perform at their best. They will demonstrate strong leadership and people management capabilities,



with a genuine commitment to continuous improvement and strive to identify smarter, more efficient ways of working. They will possess excellent written and verbal communication skills, a strong customer service focus, and the ability to build and maintain productive relationships with stakeholders across the organisation. Highly organised and detail oriented, they will effectively manage competing priorities whilst maintaining high standards. With strong problem solving skills and a sound understanding of customer experience principles, they will deliver practical, customer focused solutions and achieve exceptional outcomes.

Key Responsibilities:

- Oversee workflows across Sales Orders, Account Management, Account Maintenance, Customer Support and Promotions to ensure orders are entered within required timeframes and customer requests are addressed promptly.

- Act as the escalation point for customer issues and provide support to direct reports.

- Maintain a high standard of customer experience in line with industry best practice.

- Rotate and cross train the team across the departments functions to maintain adequate capability and coverage in all areas, ensuring agreed service levels are met.

- Prioritise the team’s daily activities to maximise resource utilisation, identify cross training opportunities and improve workforce flexibility.

- Work closely with Sales, Marketing and other areas of the organisation to provide ongoing training to the team.

- Lead and develop employees by setting explicit goals, providing constructive feedback, supporting performance development planning, and fostering accountability.

- Collaborate with teams across the organisation to support continuous improvement initiatives.





- Conduct regular one on one meetings with each team member to review individual performance and establish appropriate development or improvement plans.

About You:

- Experience in a Customer Service Manager role or a comparable position.

- Demonstrated strength in leadership, people management, training and coaching employees.

- Advanced written, verbal and presentation skills, enabling clear, effective and appropriate communication with a diverse range of stakeholders.

- Ability to think strategically and apply sound, logical reasoning to identify and resolve problems.

- Ability to collaborate effectively whilst applying commercial judgement and analytical thinking.

- Strong time management skills with excellent attention to detail.

- Proficiency in the Microsoft Office suite, with the ability to quickly learn new software.

- Experience in preparing performance reports, conducting statistical analysis, and developing action plans.

- Ability to map, develop and improve processes and procedures, driving continuous improvement initiatives.

- A comprehensive understanding of customer experience principles, including effective complaint handling.

- Hold a Certificate IV in Frontline Management, a Diploma of Management, or an equivalent qualification, desirable.

How to Apply:

If you’re an empowering Customer Service Manager who is passionate about improving processes and leading a team to success, we’d love to hear from you!

Don't miss out – apply now by submitting your resume and a cover letter telling us why you’re the perfect fit for this exciting role. We can't wait to see how you can make an impact!

If you have any questions, please contact Lyn Matthews – HR Manager on 0412 455 ***.

Please Note:

- Only shortlisted candidates will be contacted.

- All applicants must have full working rights in Australia to be considered for this role.

- All applicants must be willing to undertake a Pre-Employment Medical and Drug and Alcohol Screening prior to commencement.

- All applicants must provide a copy of or be willing to undertake a national police check prior to commencement.

- No recruitment agencies please.

📌 Customer Experience Manager (Adelaide)
🏢 CHEMSUPPLY AUSTRALIA
📍 Adelaide