Customer Service Manager

About The Role:

Are you ready to lead, own and continue to build a high-performance team in a role where you can enhance the experience of our +500 fashion wholesale customers across Australia and provide administrative support to our national sales team?

Join us at The Stage II Group, where your collaboration with other departments will be key as you stay informed about relevant information and services to support effective responses.

This is a full-time role based at our Head Office at South Geelong.In this role, you will oversee the team's management of our wholesale customer enquiries, providing guidance on customer issues and resolving escalations effectively. As a leader, you'll set clear performance objectives and KPIs, ensuring your team consistently meets or exceeds these targets. You will monitor customer interactions to assess service quality and identify areas for improvement.

Key Responsibilities Include:

• Provide strong leadership to the Customer Service Team by fostering a positive and motivated work environment.
• Co-ordinate the team's handling & escalation of customer enquiries.
• Monitor customer interactions to assess service quality and identify areas for improvement.
• Proactively identify areas for process enhancement and operational efficiency within customer service, undertaking evaluation across all channels to ensure that standard customer service practices are followed, and quality is maintained.
• Prepare regular reports on enquiries, performance, and present key metrics and trends, and utilise the data and insights to make informed decision and improve service levels.
• Conduct regular performance evaluations, coaching sessions, and team meetings to support professional growth and development.
• Foster a culture of employee engagement, excellence, and success recognition.
• Own and streamline customer needs
• Proactively manage resources and work flow to meet customer service levels.
• Drive operational improvements to enhance customer experience and financial performance.
• Collaborate cross-functionally to solve problems proactively.
• Actively maintain relationships with our key customer accounts.

Other Responsibilities Include:

• Develop, maintain and improve systems and processes to support reporting and delivery requirements for all independent and major accounts.
• Oversee and manage support for our Australian based sales team, providing reports and communication weekly, monthly and seasonally.
• Ensure all manual data entry and maintenance is completed in-line with the Stage II deadlines and critical path process.
• Attend, prepare and present analysis for our Weekly Status Meeting.
• Manage maintenance/housekeeping of our seasonal sales orders.

Essential Experience:

• Proven experience in a leadership role within a large Customer Service Team, with the ability to foster an environment for high-functioning, productive and engaged teams to operate.
• Proficiency in ERP Systems & Microsoft Office (i.e. Excel & Word).  Note: Experience with the 'Brandscope' B2B Platform would be an advantage but is not essential.
• Ability to multi-task and prioritise in a fast-paced environment.
• Strong understanding of customer service operations and best practices including call handling and demonstrated record of strong commitment and achievement in meeting customer needs.
• Well-developed communication skills, verbal and written, to prepare correspondence, reports, and presentations.
• Demonstrated ability to analyse data and use insights to drive performance and process improvements.
• Proficiency in resolving conflicts and managing challenging interactions with customers or team members in a professional and empathetic manner.

What We Are Looking For:

• 5+ years of customer service management
• Strong team player with collaborative and support attitude
• Ability to set and run teams under a KPI environment
• Resilient, adaptable and outcome focused.
• Excellent leadership, planning and communication skills
• Customer-centric mindset with a strong focus on customer satisfaction.
• Advanced data analysis skills with a focus on actionable insights.
• Experience in customer management, sales, and emerging technology.
• Ability to engage, influence, and collaborate with key stakeholders.

What We Offer:

• Close Knit Team
• Generous Staff Discounts
• Free On-Site Parking

Please apply through Seek or email your resume to

Please note that the successful candidate will need to provide a current police check and only successful candidates will be contacted.