Head of Customer Service

Job Description

Chief Operations Officer at Master Pacific Job Title: Head of Customer Service Location: Northern Suburbs, Melbourne. Industry: Wholesale & Distribution Who We Are Hi there! We’re a leading Australian supplier of premium furniture, and we’re on the lookout for a driven, hands-on Head of Customer Service to take our service offering to the next level. Our reputation is built on delivering exceptional quality and design , and we need someone who’s ready to build a best-in-class service function. If you’re a problem solver, leader, and innovator with a passion for creating outstanding customer experiences, this could be the perfect role for you! What You’ll Do Lead & Transform – Elevate our customer service team, setting a new standard for efficiency, excellence, and accountability. Customer-Centric Excellence – Ensure every interaction is smooth, professional, and leaves a lasting positive impression. Problem-Solving Pro – Take the lead on escalations and complex service challenges with a solution-focused approach. Process Innovation – Drive the evolution of our service processes, implementing smarter, scalable solutions. Tech-Savvy Leadership – Leverage CRM systems (Salesforce preferred) and automation tools to improve service delivery. Cross-Functional Collaboration – Work closely with sales, operations, and product teams to ensure seamless customer support. Senior Leadership Impact – Play a key role in shaping the company’s service strategy and broader business goals. What It Takes Proven Experience – 5+ years leading customer service teams in a fast-paced wholesale, retail, or logistics-driven environment. Process & Systems Overhaul Expertise – You thrive on spotting inefficiencies and turning them into streamlined, scalable solutions that make a real impact. Leadership Skills – A natural leader who motivates, inspires, and empowers their team. Strategic & Hands-On – You know how to set a vision and execute it, rolling up your sleeves when needed. Tech & Data Enthusiast – Strong experience with CRM systems (Salesforce highly regarded), process automation, and service analytics. Problem-Solver & Innovator – A proactive thinker who thrives in a dynamic, fast-moving business. Customer-First Mindset – Passionate about delivering top-tier service and ensuring every customer interaction is meaningful. Why You’ll Love It Here Make a Real Impact – You’ll have the freedom and autonomy to implement meaningful improvements. A Fast-Growing Business – Join a company on an exciting growth journey with room for career progression. Recognition & Reward – We value and celebrate great work. A Supportive, Collaborative Team – Work alongside driven professionals who are passionate about what they do. Fun Perks & Culture – Regular team events, industry networking opportunities, and generous discounts on premium furniture. Ready to Lead & Transform? If you’re an impact-driven leader who thrives in a high-energy environment, we’d love to hear from you! Apply now and take the next step in your leadership journey. Seniority level Director Employment type Full-time Industries Furniture and Home Furnishings Manufacturing #J-18808-Ljbffr