Customer Service Manager

Quality Centre Foods Services – Auburn NSW Quality Centre Food Services is located in Auburn NSW and has been importing premium Italian food and products to the Australian market since 1994. Over the past 30 years, we have built a reputation as Sydney's Premier Food Distributor, offering the best quality products supported by exceptional service. As our growth continues, we are seeking a passionate and experienced Customer Service Manager to lead our customer service team and uphold the high standards that our clients rely on. About the Role The Customer Service Manager will oversee the day-to-day operations of our Customer Service department, ensuring a seamless customer experience from order placement through to delivery. Your responsibilities will include: Leading, mentoring and developing a small team of Customer Service Representatives Overseeing inbound and outbound customer communications relating to orders, enquiries and escalations Managing customer complaints and proactively resolving issues in a timely and professional manner Monitoring workflow to ensure all orders, emails and calls are processed efficiently and accurately Working closely with Sales, Warehouse and Logistics to ensure smooth operations and DIFOT performance Identifying opportunities to improve customer experience, internal workflows and service standards Ensuring internal processes are followed and updated as the business evolves Supporting the implementation of new systems, including training and onboarding of staff Building and maintaining strong relationships with customers and key stakeholders About you You are a confident and empathetic leader who thrives in a fast-paced environment and knows how to bring out the best in a team. You are process-driven but adaptable, and you consistently seek opportunities to improve service quality across the organisation. You also possess the following qualities: A positive, calm and solution-focused approach Strong emotional intelligence and the ability to manage challenging conversations Excellent organisational skills and the ability to prioritise under pressure A collaborative mindset, always ready to support your team and the broader business Commitment to continuous improvement and professional development Proactive in identifying issues before they escalated and confident in implementing solutions Experience & Key Requirements Minimum of 3–5 years’ experience in Customer Service, with at least 2 years in a leadership or supervisory role Strong knowledge of inbound and outbound customer service operations Exceptional communication and interpersonal skills Demonstrated experience managing customer complaints and resolving issues effectively Ability to multitask in a high-volume, fast-moving environment Strong attention to detail and accuracy Experience working with order management or ERP systems (NetSuite experience highly regarded) Ability to influence, coach and develop team members Must have full working rights in Australia (Citizen or Permanent Resident) Why Quality Centre This is an exciting opportunity to join a dynamic and rapidly expanding business driven by innovation, service excellence and long-term partnerships. In this role, you will have significant influence on customer experience and the opportunity to grow your leadership career within a supportive and energetic team. If you believe you have the experience, leadership qualities and passion to succeed in this role, please send your resume through as soon as possible. No recruitment agencies to apply. #J-18808-Ljbffr