As Munro Footwear Group (MFG) continues to evolve and strengthen our Wholesale business, we're creating a brand-new leadership opportunity to shape the future of our Wholesale Customer Service function.
Reporting to the GM of Wholesale, this newly created Team Lead | Wholesale Customer Service role is ideal for an experienced customer service leader who enjoys balancing operational excellence with people leadership. Acting as a key link between our internal teams and wholesale customers, you'll ensure a seamless service experience while driving consistency, efficiency and operational excellence.
The role
- Leading day-to-day Wholesale customer service operations and supporting complex customer enquiries
- Ensuring Wholesale orders, returns and credits are processed accurately and efficiently
- Coaching and developing a high-performing customer service team - 2 direct reports
- Establishing consistent service standards, processes and escalation pathways
- Partnering with Sales, Supply Chain, Distribution and Customer Experience teams to resolve issues and improve service delivery
- Monitoring operational performance and identifying opportunities for continuous improvement
- Driving governance, reporting and service excellence across the Wholesale function
- Building strong relationships with customers, sales agents and internal stakeholders to deliver outstanding outcomes
About you
You're an experienced customer service leader who thrives in a fast-paced commercial environment and enjoys improving the way teams work.
- Experience within retail, wholesale, footwear, fashion or another multi-brand environment - essential
- Leadership experience within Wholesale customer service, Customer operations or Sales support
- A hands-on leadership style with a focus on coaching, collaboration and accountability
- Strong stakeholder management skills and the ability to build relationships across multiple business functions
- Excellent problem-solving and decision-making capability
- Outstanding communication and organisational skills
- High attention to detail and the ability to balance operational delivery with continuous improvement
- Intermediate Microsoft Office skills, particularly Excel - essential
About us
With more than 250+ stores and 2200+ employees nationally, we are Australia's leading retailer and wholesaler of fashion and comfort footwear, owning and operating some of Australia's most iconic brands, including Bobux, The Trybe, Midas, mollini, Mathers, Williams, diana ferrari, and Australia's largest online footwear retailer, Styletread!
If you're excited by the opportunity to build something new, lead a high-performing team and make a lasting impact on our Wholesale business, we'd love to hear from you. Apply now!
