Job Description

Akubra is an iconic Australian hat manufacturer with a heritage spanning nearly 150 years. Built on quality craftsmanship and a spirit of adventure, our hats are synonymous with Australian culture and identity.

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Part of our successful Wholesale team, reporting to the Head of Business Development, we're looking for a Wholesale Customer Success Manager to be the driving force behind the customer experience for our wholesale partners - across Domestic, RM Williams, R B Sellars, Export and Corporate channels.

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This role has become available due to the planned retirement of the current position holder, who will support an extensive handover.

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This is a hands-on, customer-facing role for someone who thrives on solving problems, keeping orders moving, and building strong relationships with customers and internal teams alike. You'll be the go-to person for our wholesale customers and agents, managing everything from order entry through to despatch, invoicing, credits, deliveries and returns.

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About the role

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- Managing wholesale customer accounts across Domestic, Export and Corporate channels
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- Monitoring account health, order flow, and resolving issues as they arise
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- Act as the escalation point for wholesale customers and external agents
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- Manage orders across AIMS, NetSuite and B2B, including manual keying and back-orders
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- Coordinating with despatch to ensure orders are fulfilled accurately and on time
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- Managing invoicing, credits, deliveries and the returns process
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- Handling quality-related enquiries and complaints, working with Production to resolve root causes
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- Partnering with Commercial, Finance, Planning, Production and Inventory teams
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- Building and maintaining working knowledge of our systems, and helping train others
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About you

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- Experience managing wholesale customer accounts and order flow across multiple channels
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- Experience with ERP and order management systems (e.g. NetSuite, AIMS or similar) and B2B platforms
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- Robust communication skills and the confidence to work across commercial, finance and operations teams
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- Experience managing invoicing, credits, returns and quality resolution processes
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- A problem-solving mindset and genuine ability to work as part of a cross-functional team
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- Export or corporate wholesale experience, and experience working with external sales agents, is an advantage
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- A degree in Business, Supply Chain, Retail Management or equivalent is desirable but not essential
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Why Akubra?

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- Be part of a genuinely iconic Australian brand with a proud manufacturing heritage
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- Work in a close-knit team where your contribution is visible and valued
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- Based onsite in Kempsey, NSW
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If you're an organised, customer-focused professional who enjoys variety and wants to help keep Akubra's wholesale operation running smoothly, we'd love to hear from you.

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Internal Akubra applications will close 31 August 2026. If you have any questions, please reach out to Human Resources.

📌 Wholesale Customer Success Manager (Kempsey)
🏢 Akubra Hats
📍 Kempsey