Customer Support and Operations Manager

Job Summary

The Customer Service and Operations Manager is responsible for managing customer service and coordinating logistics activities in Perth branch office and warehouse. This role ensures accurate order processing, timely delivery, and high service levels for industrial and firefighting customers. The position requires technical understanding of hose and fittings products and close coordination with sales, warehouse, and transport teams.

Main Duties

Customer Service

• Respond to customer enquiries, provide pricing, elaborate quotes. Inform stock availability, provide lead times, pallet quantities and MOQ.
• Build sustainable relationships and trust with customer accounts by means of open and interactive communication.
• Follow up on customer enquiries and periodically contact inactive customers to generate more sales.
• Process customer orders accurately and using current pricing. Enter orders in the system and issue order confirmations.
• Create invoices and packing lists in the system and inform customers their goods are ready along with collection details.
• Handle escalated customer issues, including incorrect specifications, shortages and delivery delays.
• Work closely with sales teams to ensure correct product selection and order accuracy.

Logistics & Distribution

• Plan and manage logistics operations, including inbound / outbound shipments, warehousing, picking and packing.
• Coordinate transportation for local, regional and export shipments as required.
• Ensure on-time delivery while optimizing freight and handling costs.
• Oversee inventory management of hoses, fittings and accessories to minimize stock-outs and excess inventory.
• Warehouse & Operations
• Manage overall operations in Perth branch office and warehouse.
• Collaborate and liaise with warehouse team on hose cutting and assembly schedules.
• Ensure correct labelling, packaging and documentation for shipments.
• Support compliance with safety, quality and industry standards.
• Be responsible to conduct physical inventory checking 2 times a year in June and December.
• Reporting & Process Improvement
• Monitor KPIs such as order accuracy, on-time delivery, backorders and customer satisfaction
• Prepare the sales and inventory related reports including logistics performance as requested by management.
• Identify opportunities to improve order fulfillment, inventory accuracy and delivery efficiency.
• Support implementation of inventory management systems.
• Qualifications & Skills
• Understanding of hose and fittings products (industrial, firefighting or hydraulic preferred).
• Proven experience in customer service and logistics within a distribution or industrial environment.
• Excellent communication and customer relationship management skills.
• Strong organizational, planning and problem-solving abilities.
• Proficiency with ERP systems, inventory management software and Microsoft Office.

Experience

• 3-5 years of experience in hose and fittings distribution, industrial supply or a related technical distribution industry.
• Prior supervisory or management experience preferred.

Key Competencies

• Customer-focused with technical awareness
• High attention to detail and order accuracy
• Ability to manage urgent and custom orders
• Cost control and process optimization mindset
• Strong cross-functional coordination
• Forklift driving lisence is a nice-to-have