Customer Service Manager
Core
Lead and support the customer service team to ensure efficient delivery of services, managing all customer interactions related to product, pricing, availability, quotations, and purchase orders for MESABI cooling and heat transfer solutions.
Role type
Senior Customer Service Manager
Builds
Customer service operations and order fulfillment for heavy equipment cooling solutions
Domain
Industrial manufacturing (mining, oil, gas, construction)
Required skills
Team leadership, customer service management, quotation and order management, commercial negotiation, ERP systems, KPI monitoring, compliance management
Preferred skills
Manufacturing, industrial, engineering or technical product experience
Responsibilities
Lead, coach and develop the customer service team; Oversee customer enquiries, quotations, orders, warranty claims and complaint resolution; Coordinate order fulfilment with production, warehouse and logistics teams; Monitor service performance, order accuracy and customer satisfaction KPIs; Ensure compliance with Australian Consumer Law, quality standards and company procedures; Provide insights to senior leadership on service trends, customer risks and improvement opportunities.
Seniority
Senior, hands-on IC