Customer Service Manager
WOW 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 prospect 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 opportunity 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 be
Leading, coaching and developing a team of 2–3 Customer Service Representatives
Establishing and monitoring KPIs, SLAs and performance expectations
Overseeing high-volume customer and retailer enquiries across B2B and D2C channels
Managing customer orders through SAP, including EDI and direct-entry orders
Improving workflows across orders, returns, credits, enquiries and escalations
Overseeing customer portals and marketplace administration
Managing customer complaints, claims, returns and delivery investigations
Improving reporting,



visibility and accountability across the function
Reviewing and improving the use of Deskpro and ticket management processes
Working closely with Sales, Logistics, Warehouse, Finance and Brand teams
Identifying recurring issues and implementing practical process improvements
Providing regular reporting and insights to senior leadership
Experience 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 Are
Proactive, decisive and comfortable taking ownership.
3–5+ years of experience in Customer Service, including leadership or team-leading experience
Experience coaching, developing and performance-managing a team
Strong SAP ERP experience
Experience working in a high-volume customer service environment
A strong process-improvement mindset
Excellent organisational and problem-solving skills
Strong communication and stakeholder management skills
The confidence to introduce structure, challenge existing processes and drive change
A hands‐on approach — you're comfortable leading from the front and getting into the detail
You'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