Are you an experienced customer service leader who can build a high-performing team, improve processes and deliver an outstanding B2B customer experience?

Godfrey Hirst is seeking a Customer Service Manager to lead our customer service operations. This key leadership role will create a culture of high performance, engagement, accountability and continuous improvement.

About the Role

Reporting to the General Manager, you will lead the customer service team and ensure customer orders, enquiries, complaints and after-sales matters are managed efficiently and professionally.

Working closely with Sales, Operations, Warehousing, Production Planning, Quality and Credit, you will improve service delivery, strengthen collaboration and identify opportunities to enhance processes and the customer experience.

Key responsibilities

- Lead, coach and develop a high-performing customer service team.

- Build a culture of engagement, accountability and continuous improvement.

- Oversee B2B customer orders, enquiries, complaints and escalations.

- Establish and monitor service standards, performance measures and KPIs.

- Use data and customer insights to identify trends, risks and improvement opportunities.

- Improve processes, systems and ways of working.

- Build strong relationships with customers and internal stakeholders.

- Champion a protected, inclusive and Zero Harm workplace culture.

About You





You are a commercially minded customer service leader with strong analytical, leadership and stakeholder engagement skills.

You will bring

- A relevant tertiary degree qualification.

- At least seven years’ customer service leadership experience in a B2B environment.

- Proven experience leading, coaching and developing high-performing teams.

- Strong business acumen and analytical capability.

- Excellent communication, problem-solving and stakeholder management skills.

- Demonstrated experience driving process improvement and positive customer outcomes.

- Experience in manufacturing, building products, flooring or a related industry would be advantageous.

Why Godfrey Hirst?

With more than 160 years of local manufacturing experience, Godfrey Hirst is part of Mohawk Industries, the world’s largest flooring manufacturer and a Fortune 500 company.

Our benefits include

- A competitive salary package.

- Novated leasing through salary packaging.

- Access to a confidential Employee Assistance Program.

- Staff discounts on flooring products.

- Access to discounts from leading Australian retailers and service providers through our employee discount application.

Apply Now

If you are a confident leader who is passionate about people, performance and delivering an exceptional B2B customer experience, we would love to hear from you.

Apply today and help shape the future of customer service at Godfrey Hirst.

📌 Customer Service Manager (Breakwater)
🏢 Godfrey Hirst
📍 Breakwater