Manager Customer Service, Australia East

Join an industry leader and make a positive change in the sustainable use of the world’s natural resources. Together, we will transform the business and drive the industry toward a greener future.
At Metso, you will be supported by our inclusive culture and a network of colleagues from around the world. With us, you will embark on a personal growth journey and are encouraged to realize your potential. This is your invitation to rise above the possible.
**Job posting end date**: 07/15/2025
About the job
Are you a dynamic leader with a passion for innovation and customer excellence? Join an industry leader and make a positive change in the sustainable use of the world’s natural resources. Together, we will transform the business and drive the industry toward a greener future.
At Metso, you will be supported by our inclusive culture and a network of colleagues from around the world. With us, you will embark on a personal growth journey and are encouraged to realize your potential. This is your invitation to rise above the possible.
Introduction
We are seeking a Customer Service Manager to join our team. As the Customer Service Manager, you will be responsible for overseeing all customer service operations, ensuring excellence in every client interaction. You will lead a large, dedicated team, drive continuous improvement, and introduce new systems to enhance customer satisfaction and operational efficiency.
This position will be located at our Brisbane office, and you will report to the Vice President, Sales & Service, Australia East
Team you belong to
You will join a team of sales professionals who are passionate about putting the customer in the centre and getting it done together. You will work closely with internal stakeholders, including Account Management and Technical Support Teams, Operational Purchasing, Tactical Sourcing, Logistics and Warehouse Managers. The members of our team are located across the East Coast.
What You’ll Do
Lead, motivate, and mentor a large team of customer service professionals to deliver exceptional service.
Oversee the end-to-end customer service process, including order processing, customer follow-ups, expediting, issue resolution, and after-sales support.
Identify, implement, and manage automation tools to streamline workflows, reduce manual tasks, and enhance responsiveness.
Drive the implementation and optimisation of CRM (Salesforce) case management across the customer service function to ensure consistency and efficiency.
Collaborate closely with cross-functional teams - including Account Management, Front-End Sales, Purchasing, Logistics, and Technical Sales Support—to ensure seamless and integrated service delivery.
Monitor key performance indicators (KPIs), analyse trends, and develop targeted strategies for continuous performance improvement.
Act as a change leader, introducing innovative customer service solutions and leveraging digital tools to elevate the customer experience.
As a member of the Sales & Services Leadership Team, actively contribute to the development and execution of the overall business strategy.
Who You Are
Proven experience managing large customer service teams, ideally within the mining or heavy equipment sector.
Strong knowledge and hands-on experience with **SAP S/4HANA & CRM (Salesforce)**.
Demonstrated ability to introduce and manage process automation tools.
Strategic thinker with a passion for innovation and customer excellence.
Excellent communication and interpersonal skills.
Ability to thrive in a fast-paced, high-volume environment.
Change management experience is highly regarded.
What's In It For You
A work environment where safety is always the number one priority - both your physical and mental health is our priority
A competitive base salary reflective of your skills and experience with annual incentive program
Additional Annual Leave benefit for all permanent and maximum term employees
Hybrid work enviroment with requirement to attend the office at least 60% of the time
Gender Neutral Paid Parental Leave of 18 weeks at full pay
Paid Volunteer Leave so you can give back to the local community or an organisation of your choice
Active Social Club and companywide social events as your social wellness is important to us
Family focused events as your family forms part of our close-knit community
Comprehensive medical benefits including discounted private health insurance for employees and immediate family
Company provided Salary Continuance insurance cover
How to join - Working at Metso - About Metso - Diversity and Inclusion - Meet our people
Metso is an equal opportunity employer committed to fostering an inclusive and diverse workforce culture. All qualified applicants will receive consideration for employment without regard to race, religion, color, nationality, gender, gender identity, sexual orientation, age, status as a protected veteran or status as a qualified individual with a disability.
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