THE COMPANY
The Woodhouse Timber Company is an Australian-owned and established business that services the Queensland, New South Wales, ACT, Victorian, South Australian and Western Australian markets with premium building products.
Operating under an exclusive wholesale supply chain model, Woodhouse distributes its product ranges through a recognised network of Building Material and Hardware Merchants; Home Centre Outlets; and Truss and Wall frame manufacturers.
Our range includes Structural and Decorative Remanufactured Plantation Pine products for internal and external building projects and applications.
We currently have a full-time position (6.30 am start) available for a Customer Service Manager, based in Darra, Queensland.
KEY PURPOSE:
As a Customer Service Manager, you will be the first point of contact for our customers, ensuring they receive timely, accurate, and friendly service. You will play a key role in ensuring customer orders are processed efficiently, managing customer inquiries, and supporting the Customer Service Hub team to maintain high service standards.
This role is ideal for someone with excellent communication skills, a passion for delivering top-notch customer service, and the ability to thrive in a fast-paced environment. Your hands-on approach will set the standard for the team in professionalism, responsiveness, and problem-solving.
A key focus of this role is to support the execution of Woodhouse’s vision:
“We are fast, flexible and frequent, providing customers with quality products and service, futureproofing our business”.
ROLE OVERVIEW:
As a Customer Service Manager, you will play a vital role in supporting our Customer Service Hub. This is a hands-on, customer-facing role where you will not only manage your daily customer inquiries but also be involved in processing orders, handling complaints, and supporting your team to ensure we meet our service standards. You will be the first point of contact for both external and internal customers, delivering professional service across various channels.
Key Responsibilities:
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Frontline Customer Service (Hands-On):
Answer inbound customer calls, emails, and enquiries as part of the team’s daily workflow. Set the standard for responsiveness, professionalism, and problem-solving.
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Order Processing & Issue Resolution:
Process customer orders, credits, and returns directly during peak periods and handle any customer issues or escalations promptly, ensuring customer satisfaction.
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Customer Service Performance:
Own the team’s service outcomes including response times, order accuracy, complaint resolution, and overall customer satisfaction. Report on service metrics and drive continuous improvement initiatives.
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Operational Excellence:
Ensure the Customer Service Hub operates effectively across order processing, system accuracy, and logistics coordination, maintaining oversight of all daily operations without missing key details.
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Leadership & Capability Support:
Actively support the team by helping during busy times, leading by example, and driving a customer-focused, high-performing culture. Assist in training and development to ensure everyone is up-to-date and confident.
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Cross-Functional Alignment:
Collaborate with Operations, Sales, and Logistics teams to ensure seamless end-to-end service delivery, ensuring customer orders are processed on time and in full (98.5% on-time delivery target).
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Process Improvement:
Identify inefficiencies in service delivery and implement practical improvements to the processes and systems to enhance the customer experience.
What We’re Looking For:
- Previous experience in customer service or a related role.
- Strong communication skills, both verbal and written, with a focus on customer satisfaction.
- Proven problem-solving ability and calm under pressure.
- Exceptional attention to detail with strong organisational skills.
- Experience with order processing and familiarity with ERP systems (NetSuite preferred).
- Ability to handle multiple tasks and priorities effectively.
- Proficiency in Microsoft Office Suite.
Working relationships:
- Role directly reports to the General Manager.
- Operations Team.
- Commercial Team.
- Finance & IT Team; and
- HR team.
Travel:
- Travel to other sites may be required on an ad hoc basis.
- Travel to customer stores may be required.
Employee Benefits:
- Birthday or Appointment Leave, compliments of Woodhouse.
- Company uniforms provided.
- Employee Assistance and Wellbeing program.
- Private Health Insurance discount (with Bupa).
- Regular functions (i.e. Staff Monthly lunches, mid/end year parties) compliments of Woodhouse.
- Supportive friendly culture and environment; and
- Opportunity for training and career development.
Woodhouse embraces and values equity, inclusion and diversity, along with our strong commitment to Safety.
If you are looking for the next step in your career and want to work for a company where you are genuinely appreciated and supported apply now!
Please note only those candidates successfully shortlisted will be contacted.
No recruitment agency applications, please.
