Customer Service Manager

About us

Remax Doors is a progressive and fast-paced company delivering doorway solutions for increasing business productivity and profitability. We design, manufacture, install and service a range of door systems for traffic and energy control in almost every type of building. Next time you see a double-acting door at the back of a supermarket, or a high speed roll up door in a factory, check out the logo, it is likely to be one of ours

About the role

This important role in the Service Team is responsible for overseeing the team responsible for the day-to-day processing of inbound calls and email requests for customer service through scheduling and following up the work to completion. The role is hands-on, and the incumbent will spend at least 50% of their time taking and processing service calls.

Responsibilities and Duties will include

1. Leading the team

• Chair the daily team scheduling meetings

• Resolve scheduling conflicts

• Resolve warranty cases up to $10,000

• Resolve day-to-day process, scheduling or customer issues raised by the CSA team

• Ensure CS processes are implemented and followed

• Oversee the development of CSA team members and support them with the adoption of new systems and processes

• Track ticket statistics weekly and follow up when work falls behind

• Provide guidance on who is best to ask for tech support

• To perform administrative tasks including the processing of service report sheets and time sheets

1. Service Calls

• Respond to and process all inbound requests for service

• Accurately record all faults, equipment and site details

• Action Service Calls to customers within agreed timeframes

• Liaise with the scheduling team for best allocation of Service technicians, costs and resources

• Upgrade work orders where the opportunity presents to provide a better solution for customers, and increase revenue for Remax

• Look for remedial works to quote from service reports. Forward to Service Manager to action

• Chase completed Service Reports from Service Technicians. Update and complete Sales Order for invoicing

1. Scheduling and coordination

• Maintain weekly Schedule for all Service Technicians. Collaborate with Senior Service Technician and Field Service Manager to ensure Technicians are fully utilized and identify gaps or opportunities to fill.

• Arrange or Book any overnight accommodation required for Technicians and forward details to the Technician including parking arrangements

To do this job well

• You will ideally have previous experience in leading a customer service or administration team, with responsibility for ensuring service quality, cost control, and staff development.
• You are confident in managing and supporting people, providing coaching, and adapting your style to suit different personality types.
• You have strong numeracy and literacy skills, excellent communication, and a polished, professional presentation.
• You are highly organised, comfortable managing competing priorities, and able to set realistic timelines while keeping projects and daily operations on track.
• You show good judgment, problem-solving skills, and can make effective decisions under pressure.
• You are proactive about continuous improvement, looking for ways to refine processes and strengthen the competitiveness of products and services.
• You are comfortable in Microsoft Office and other business systems, using them effectively to manage information, reporting, and communication.

What you will get in return

You will join a growing organisation with strong 'family-first' values, meaning you'll join a caring work family that values your life outside of work. We believe in supporting your work-life balance, knowing you'll perform your best when both are in harmony.

You will work in spacious new offices, have access to great coffee and regular company-provided lunches.

A rewarding career path with experienced mentors awaits you.

If you see this as an opportunity not to miss out on, we'd love to hear from you