Customer Service ManagerWOW Recruitment are partnered with a growing global consumer electronics business to find their next Customer Service Manager.With continued growth across wholesale and direct-to-consumer channels, this is an opportunity to take ownership of a small Customer Service function and help shape how it operates for the next stage of growth.You'll be joining a business with an established portfolio of leading consumer brands, working with major Australian retailers and a growing e-commerce channel.Reporting directly to the General Manager APAC, you'll lead a team of 2–3 Customer Service Representatives while remaining hands‐on yourself.
This is a genuine chance to build, improve and shape the function.
You'll be responsible for putting structure around workflows, establishing clear performance expectations and developing a team that can deliver a consistently high level of service.You will beLeading, coaching and developing a team of 2–3 Customer Service RepresentativesEstablishing and monitoring KPIs, SLAs and performance expectationsOverseeing high-volume customer and retailer enquiries across B2B and D2C channelsManaging customer orders through SAP, including EDI and direct-entry ordersImproving workflows across orders, returns, credits, enquiries and escalationsOverseeing customer portals and marketplace administrationManaging customer complaints, claims, returns and delivery investigationsImproving reporting,



visibility and accountability across the functionReviewing and improving the use of Deskpro and ticket management processesWorking closely with Sales, Logistics, Warehouse, Finance and Brand teamsIdentifying recurring issues and implementing practical process improvementsProviding regular reporting and insights to senior leadershipExperience across B2B distribution, retail, consumer electronics, logistics or wholesale would be an advantage, but industry specific experience isn't essential for the right person.You AreProactive, decisive and comfortable taking ownership.3–5+ years of experience in Customer Service, including leadership or team-leading experienceExperience coaching, developing and performance-managing a teamStrong SAP ERP experienceExperience working in a high-volume customer service environmentA strong process-improvement mindsetExcellent organisational and problem-solving skillsStrong communication and stakeholder management skillsThe confidence to introduce structure, challenge existing processes and drive changeA hands‐on approach — you're comfortable leading from the front and getting into the detailYou'll have direct visibility with senior leadership and exposure across Operations, Sales, Logistics and major retail partners.
As the business continues to grow, there is scope for the right person to develop their career across Operations, Product, Sales or broader commercial functions.
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📌 Customer Service Manager (Melbourne)
🏢 Wow Recruitment
📍 Melbourne