ABOUT OUR CLIENT
Our client is a well-established Australian manufacturer with a strong reputation for quality and innovation across local and international markets. As a subsidiary within a broader portfolio of brands, they benefit from the backing of a larger listed group while maintaining their own distinct identity. With a focus on continuous improvement, they are committed to delivering excellence in both operations and customer service.
ABOUT THE ROLE
Our client is seeking an experienced Customer and Sales Support Manager to lead and transform a cross-regional team, driving operational improvements and enhancing support for BDMs across ANZ, the US, and Europe. This role requires a confident and people-focused leader with strong ERP experience (ideally Pronto), a background in customer-facing roles, and a knack for using data to streamline systems and improve service delivery. The position plays a key part in supporting export, 3PL, and manufacturing functions within a fast-paced environment.
KEY RESPONSIBILITIES
- Lead, coach, and develop the customer and sales support team to deliver high-quality service and achieve KPIs across ANZ, US, and EU regions.
- Manage daily customer support operations including order processing, returns, and frontline enquiries.
- Collaborate with internal stakeholders to resolve issues, streamline processes, and support the broader sales and warehouse teams.
- Analyse team performance, customer metrics, and operational. efficiency, using data to drive improvements and strategic decisions
- Oversee the development and maintenance of procedures, systems, and product knowledge resources to ensure service continuity and consistency.
- Proven leadership experience in customer service or sales support, with a strong focus on team development and performance management.
- Confident communicator with the ability to build effective relationships with internal teams, clients, and third-party logistics providers.
- Experience working with ERP systems (ideally Pronto) and leveraging data to inform decisions and drive process improvements.
- Background in B2B environments, preferably with exposure to export, manufacturing, or wholesale industries.
- Strong organisational and problem-solving skills, with the ability to prioritise tasks and manage competing demands.
- Customer-focused mindset with a proactive approach to improving service delivery and enhancing the customer experience.
