At Criterion, we don’t just offer jobs - we build careers. As a fast-growing, family-owned company with over 40 years in the industry, we take pride in delivering high-quality aluminium partitioning systems, sliding systems, doors, and hardware accessories to the commercial and residential building sectors.

Our culture is Energetic, Committed, and United - values that drive us every day. You’ll feel it the moment you step into our vibrant, modern head office in Glendenning (Western Sydney), NSW. We’re looking for driven individuals who want to be part of a structured, high-performance team, where success is recognised, and contributions are celebrated at every opportunity.

We're looking for an

experienced Customer Service Manager

who is passionate about delivering outstanding customer experiences, developing high-performing teams, and driving results.

About the Role As our

Customer Service Manager , you'll lead and support our Customer Service team, ensuring exceptional service, efficient case management, and strong team performance.

You’ll be the go-to person for customer escalations, team coaching, and workflow management, while also managing key customer accounts and helping drive business growth.

What You'll Be Doing

Leadership & Team Management

Lead, motivate, and support the Customer Service team

Manage daily workflows and team workloads

Handle customer escalations and complex issues

Coach team members through regular feedback and one-on-one meetings

Identify training and development opportunities

Improve processes to enhance customer experience and team efficiency

Support onboarding, training, and performance review activities

Customer & Account Management

Build strong relationships with key customer accounts

Act as the link between customers, sales,



operations, and suppliers

Provide timely updates on orders and enquiries

Ensure all customer interactions are accurately captured in Salesforce

Follow up quotes, projects, and opportunities

Help convert opportunities into orders

Identify growth opportunities within existing accounts

Promote new products and support new customer onboarding

Contribute to achieving sales and revenue targets

Administration & Systems

Maintain accurate records in Salesforce and Business Central

Process orders and quotations

Complete customer follow-ups and outbound calls

Escalate issues when required

Why Join Criterion?

Located in the heart of the North - Epping including parking space

Monday to Friday role (no weekends)

Career growth in a fast-growing business

Supportive, energetic, and team-focused culture

What We're Looking For

Proven experience leading a customer service team (minimum 2 years+)

Strong people leadership and coaching skills

Exceptional communication and relationship-building abilities

Ability to thrive in a rapid-paced environment and juggle competing priorities

Strong problem-solving and decision-making skills

Confidence using CRM and ERP systems

A proactive, accountable, and results-driven mindset

Highly Desirable

Experience within manufacturing, building products, construction, industrial, or wholesale distribution industries

Experience with Salesforce or similar CRM systems

Experience working with sales teams and managing customer accounts

Ready to Lead a Team That Delivers? If you're an experienced Customer Service leader looking for a role where you can make a genuine impact, develop your team, and grow your career with a successful Australian business, we'd love to hear from you.

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📌 Customer Service Manager (Port Phillip City)
🏢 Criterion Industries
📍 Port Phillip City