Miller Leith on the wall

Customer Service Manager

Join a unique coffee business with large scale resources who have, and will continue too, show strong growth in the market.

The Company
Nomad Coffee Group is a collective of people and brands who believe great coffee can make a difference to the everyday. Driven by their shared aspirations, there is always something new to discover and learn. 

Their brands include Veneziano Coffee Roasters, Coffee Hit, Black Bag Roasters and Flight Coffee. We partner with FMCG’s and hundreds of Cafes across Australia and New Zealand, delivering coffee from our state-of-the-art roasteries.

They have grown their team from a small batch roaster into an industry powerhouse, selecting our people as carefully as we select our beans – only the best, most exceptional character profiles, outstanding examples of their kind.

The Opportunity
Nomad Coffee Group are currently on the lookout for an experienced Customer Service Manager. 

Reporting into the COO, this role will be responsible for leading a small team, whilst also supporting operations and sales. You will be hands-on in your role to manage the day-to-day customer fulfilment operations and administration activity, and drive a team of customer care and sales coordinators to ensure the very best service is provided to customers at all contact points.

You will join a fun and relaxed environment based in Richmond, with endless amounts of opportunity for growth where you get to work with leading products and prominent cafes.

Key responsibilities will include:
  • Using your strong people leadership skills and experience to drive results within the customer care and sales team;
  • Oversee and contribute to all customer care and sales activity and processes, working as part of the team to ensure an exceptional customer experience every time;
  • Establish and continually evaluate work procedures and processes that support the company and departmental standards, procedures, and strategic directives;
  • Review all customer service errors, and provide corrective action training to relevant employees;
  • Liaise with our sales, production, and warehouse teams; providing relevant information for fulfilment of customer orders/enquiries;
  • Provide effective communication with customers (internally & externally) and freight partners;
  • Seek regular feedback on how processes and systems can be improved and develop pro-active solutions to problems;
  • Other ad-hoc projects and administrative duties to ensure the smooth running of the office on a day-to-day basis.
Key skills required: 
  • Previous experience providing outstanding customer care support including leading a team, Food and Beverage FMCG background is desirable;
  • Experience and passion for leading a successful and customer focused-team
  • Proven experience in driving and implementing continuous improvements to meet operational needs;
  • Extensive computer knowledge. Experience with NetSuite, DocuSign, and the Microsoft Suite is highly desirable.
  • A great listener and communicator who can build relationships with ease, quickly developing rapport and influence;
  • Strong negotiation and problem-solving skills;
  • A highly motivated and skilled organiser with the ability to juggle and prioritise multiple tasks at once.
  • High level of initiative and a proactive approach to work with the ability to follow through on all tasks.

You'll be working for a unique coffee business with large scale resources combined with fast entrepreneurial decision-making pace. Not only will you be you be joining a friendly and supportive team team, you will also benefit from:
  • Joining a global business with expansion plans;
  • Flexible working hours and WFH options;
  • Generous staff discounts at industry-leading cafes, and plenty of coffee;
  • Considered benefits that make a difference to you.
If you would like to join the team and think you meet the role requirements, then please apply below, addressing your resume to the attention of Candice Powell, Principal Consultant at Miller Leith. For a confidential discussion, please call Candice on 0412 340 846.
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