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
1. Lead & Transform – Elevate our customer service team, setting a new standard for efficiency, excellence, and accountability.
2. Customer-Centric Excellence – Ensure every interaction is smooth, professional, and leaves a lasting positive impression.
3. Problem-Solving Pro – Take the lead on escalations and complex service challenges with a solution-focused approach.
4. Process Innovation – Drive the evolution of our service processes, implementing smarter, scalable solutions.
5. Tech-Savvy Leadership – Leverage CRM systems (Salesforce preferred) and automation tools to improve service delivery.
6. Cross-Functional Collaboration – Work closely with sales, operations, and product teams to ensure seamless customer support.
7. Senior Leadership Impact – Play a key role in shaping the company’s service strategy and broader business goals.
What It Takes
1. Proven Experience – 5+ years leading customer service teams in a fast-paced wholesale, retail, or logistics-driven environment.
2. Process & Systems Overhaul Expertise – You thrive on spotting inefficiencies and turning them into streamlined, scalable solutions that make a real impact.
3. Leadership Skills – A natural leader who motivates, inspires, and empowers their team.
4. Strategic & Hands-On – You know how to set a vision and execute it, rolling up your sleeves when needed.
5. Tech & Data Enthusiast – Strong experience with CRM systems (Salesforce highly regarded), process automation, and service analytics.
6. Problem-Solver & Innovator – A proactive thinker who thrives in a dynamic, fast-moving business.
7. Customer-First Mindset – Passionate about delivering top-tier service and ensuring every customer interaction is meaningful.
Why You’ll Love It Here
1. Make a Real Impact – You’ll have the freedom and autonomy to implement meaningful improvements.
2. A Fast-Growing Business – Join a company on an exciting growth journey with room for career progression.
3. Recognition & Reward – We value and celebrate great work.
4. A Supportive, Collaborative Team – Work alongside driven professionals who are passionate about what they do.
5. 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
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