Customer Service Manager

ABOUT TREADWELL GROUP: Treadwell is one of Australia's fastest-growing importers and distributors of engineered fibreglass product solutions and underfoot anti-slip and anti-fatigue solutions for the industry. Since 1994, Treadwell has been applying excellent engineering strategies and design tactics to extend time—and cost-efficient solutions to our clients worldwide. BASE LOCATION: Adelaide, South Australia THE ROLE: As the Customer Service Manager at Treadwell Group, you will lead the customer service team, drive customer satisfaction, and ensure seamless operational workflows. This position requires a proactive leader who manages customer inquiries, oversees order processing, and collaborates cross-functionally to enhance customer experience. You will also be responsible for optimising CRM usage, streamlining service processes, and maintaining high-quality standards. The ideal candidate is a results-driven professional with strong leadership, communication, and problem-solving skills, capable of multi-tasking in a dynamic environment. Key Responsibilities: Team Leadership & Supervision: Led, mentored, and managed a Customer Service Representatives (BDEs), team, ensuring adherence to company policies and service standards. Provide coaching and training to improve team performance and customer engagement. Foster a customer-focused culture within the team. Customer Relationship Management: Oversee customer interactions, ensuring timely and effective resolution of inquiries and escalations. Track and manage customer follow-ups, ensuring all leads and deals are pursued efficiently. Maintain strong customer relationships by providing exceptional service through phone, email, and in-person interactions. Operational Coordination: Work closely with sales and project management teams to meet customer requirements and deliver projects on schedule. Monitor project progress and proactively communicate customer updates to maintain transparency and trust. - Ensure accurate and timely order processing, personally handling complex cases when necessary. Manage pricing verification, quoting processes, and SLA adherence, completing tasks when required. CRM & Data Management: Oversee the management of the HubSpot CRM, ensuring all customer data is accurate and up-to-date. Analyse CRM data to generate insights, reports, and recommendations to enhance customer service strategies. Train and support staff in effectively utilising HubSpot for improved customer relationship management. Process Improvement & Strategy: Develop and implement customer service policies and procedures to enhance efficiency and customer satisfaction. Conduct quality assurance checks, gather customer feedback, and identify areas for improvement. Drive continuous process improvements to optimise service delivery and streamline workflows. Key Skills & Competencies: Ability to inspire, lead, and develop a high-performing customer service team. Strong problem-solving skills with a focus on delivering exceptional service. Excellent verbal and written communication, with the ability to build strong customer relationships. Experience using CRM systems (HubSpot preferred) and Microsoft Office Suite. Ability to analyse data, track performance metrics, and make informed decisions. Capable of handling multiple priorities in a fast-paced environment. Qualifications & Experience: 8 years of experience in customer service or a similar role, with at least 4 years in a leadership or managerial position. Proven experience in team management and CRM system administration (HubSpot experience preferred). Experience in technical/engineered product sales is advantageous. Strong background in order processing, quoting, and service operations. Why Join Treadwell Group? At Treadwell Group, we foster a collaborative and customer-driven culture where innovation and excellence are valued. As a Customer Service Manager, you can shape customer experiences, drive operational improvements, and lead a dedicated team toward success. If you're a proactive leader passionate about delivering outstanding customer service, we'd love to hear from you

Location: Adelaide CBD, AU

Posted Date: 3/1/2025