Customer Service Manager
Good Drinks Australia | Palmyra, WA | Full-time, Permanent

About Us
Good Drinks Australia is one of the country’s leading independent craft beverage companies, home to Gage Roads, Matso’s, Alby and a growing portfolio of international brands. From our brewery in Palmyra to our venues in Fremantle and the Sunshine Coast, we’re on a mission to make good drinks and do good things.

About the Role
We’re looking for an experienced Customer Service Manager to lead our Customer Support team and own the customer experience across our wholesale, national chain, independent and direct-to-consumer channels.

You’ll oversee the full order-to-delivery process, making sure every order lands accurately and on time, from a national chain promotion to a pallet for a local footy club. Working closely with Sales, Supply Chain, Warehousing and Marketing, you’ll be the senior escalation point for customer issues and the driver of service improvements across the business.

What You’ll Be Doing

- Leading, coaching and developing a team of Customer Support Coordinators, building a customer-first culture
- Overseeing accurate order processing, including pricing, stock availability, allocations and delivery requirements
- Managing order prioritisation and customer allocations during peak periods and supply constraints
- Coordinating national chain and wholesale requirements, including retailer bookings, compliance and promotional support
- Running fulfilment for events, festivals, sporting clubs and sponsorship activations
- Tracking and reporting on DIFOT, order accuracy, response times and complaints,



and leading root cause analysis on recurring issues
- Driving process improvement, automation and SOP development across ERP, CRM and ordering platforms
- Supporting freight recovery, pricing administration and month-end customer account reconciliations

What You’ll Bring

- 3+ years leading a customer service, customer support or order management team
- Experience in FMCG, beverage, alcohol, manufacturing or distribution
- A strong understanding of order-to-cash processes
- ERP experience, ideally NetSuite
- Excellent stakeholder management and communication skills
- Strong data analysis and reporting capability
- A calm, organised approach to problem-solving when things get busy

It would be excellent if you also have experience with national liquor chains and wholesalers, event or promotional fulfilment, continuous improvement projects, or a tertiary qualification in Business, Supply Chain or a related field.

The Good Stuff

- Gage Bucks: Beer money allocated throughout the year
- Staff discounts on merch, food and drink across our hospitality venues
- Invites to events through our industry, sporting and entertainment partnerships
- Access to our Employee Assistance Program
- A collaborative team that genuinely loves what it makes
- The chance to shape customer experience at a growing Australian beverage company

Ready to Apply?
If you’re a customer-obsessed leader who thrives on getting the details right, we’d love to hear from you. Apply now with your resume and a short cover letter. For any questions, contact [email protected].

Pay: $75,000.00 – $85,000.00 per year

Work Location: In person

📌 Customer Service Manager (Palmyra)
🏢 Gage Roads Brewing
📍 Palmyra