Job Description
Lead the team. Own the customer experience. Make things happen.
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About the Opportunity
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At HR Staff n' Stuff, we partner with a diverse range of businesses to provide practical, tailored HR support, from people strategy and employee relations through to helping excellent businesses attract and recruit exceptional talent.
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We're excited to be partnering with an outstanding organisation to find their next key team member, someone who will bring their skills, experience and enthusiasm to a role where they can make a genuine impact.
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Could this be your next career move?
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Read on to discover more about our client, the opportunity and what makes this role such an exciting one.
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About the role
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We're looking for an experienced Customer Experience Manager to lead our Customer Service team and deliver a responsive, professional customer experience from order through to delivery, warranty, and after-sales support, on-site in Dandenong South.
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You'll lead the team, oversee accurate and timely order processing, manage customer issues and escalations, and ensure proactive communication when things don't go to plan.
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Working closely with Sales, Production, Planning, Warehouse, Logistics, Finance, Warranty and Procurement, you'll ensure customer requirements are clearly understood, communicated and delivered.
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Key responsibilities
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Lead and develop the Customer Service team, managing workloads, performance and service levels.
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Ensure customer orders are processed accurately and on time.
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Monitor outstanding orders and proactively manage delays,



changes and customer expectations.
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Build strong customer relationships and resolve escalated issues and complaints.
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Oversee warranty claims through to resolution, keeping customers informed.
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Coordinate with internal teams to ensure production, supply and delivery commitments are met.
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Monitor key customer service metrics, including response times, order accuracy and delivery performance.
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Drive process improvements to reduce errors, delays and enhance the customer experience.
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About you
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Experience managing a Customer Service or Customer Experience team
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Strong order processing and customer relationship management experience
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Excellent communication, organisation and problem-solving skills
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Confidence managing complaints, escalations and challenging situations
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Strong attention to detail and a high level of accuracy
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The ability to manage competing priorities in a fast-paced environment
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Strong ERP and/or CRM system skills
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A collaborative, solutions-focused approach
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Why Should You Join Our Team
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Lead and develop a dedicated Customer Service team
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Make a real impact on customer experience and business operations
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Work across a broad range of departments and influence positive change
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Be part of a collaborative, customer-focused environment
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Opportunity to improve systems, processes and ways of working
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A role with genuine ownership, responsibility and variety
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Thank you for your interest in our role. Please note that only shortlisted candidates will be contacted.
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📌 Customer Experience Manager (Victoria)
🏢 HR Staff n' Stuff
📍 Victoria