Customer Success Manager - Sydney

Customer Support & Fulfilment Manager

Sydney - Full Time

We are looking for… 

Hopefully, you! We’re seeking an experienced, people-focused Customer Success Manager to lead our Fulfilment & Customer Support team in Waterloo, NSW. 

This is an exciting opportunity for someone who thrives in a fast-paced operational environment, balancing hands-on fulfilment oversight with customer experience leadership. Reporting to our General Manager of Fulfilment, the successful candidate will be responsible for managing a small team, responsible for both streams of our post-sale operations, driving consistency, efficiency, and exceptional service. 

The Customer Success Manager’s key responsibilities will include: 

Team Leadership & Development 

• Lead, coach and empower the Fulfilment and Customer Support team, fostering a culture of accountability, collaboration and continuous improvement. 
• Set clear priorities, monitor progress, and support professional growth through regular check-ins and feedback.
• Provide guidance and escalation support for complex fulfilment or customer issues. 

Fulfilment Operations & Order Management 

• Oversee the end-to-end order fulfilment process, ensuring accurate data entry, stock allocation, and on-time delivery. 
• Coordinate with Sales, Warehouse and Purchasing teams to maintain clear communication on stock levels, dispatches, and lead times.
• Manage logistics relationships, ensuring quality service, competitive pricing and smooth issue resolution. 
• Identify bottlenecks and implement process improvements to enhance operational efficiency. 

Customer Support & Experience 

• Oversee the customer support function, ensuring all client interactions reflect Eco Outdoor’s values and deliver exceptional service. 
• Guide the team in managing enquiries, complaints and post-sale issues with empathy and efficiency.
• Monitor and refine customer touchpoints (calls, emails, texts) to ensure consistent, professional and responsive communication. 

Cross-Functional Collaboration & Reporting 

• Partner with internal teams to streamline order flow and maintain transparency across departments. 
• Represent the Fulfilment & Customer Support function in business planning, WIP meetings and post-sale reviews. 
• Track and analyse key metrics and report insights to leadership. 

We need you to bring… 

• 3–5 years’ experience (at least 2 years customer-facing) in a Customer Service, Fulfilment, or Operations Management role, preferably within a distribution, logistics, or product businesses. 
• Demonstrated experience managing and developing small teams and improving operational processes.
• Strong understanding of order management, stock coordination, and logistics partnerships. 
• Exceptional communication, conflict resolution, and stakeholder management skills.
• A high level of attention to detail, initiative, and resilience when juggling multiple priorities. 
• Experience working with ERP/CRM systems (e.g., Salesforce, NetSuite or equivalent) is essential. 

We are looking for an outgoing individual, who’s a people person with a passion for customer service. Our ideal candidate will be enthusiastic, outgoing, have a can-do attitude and be willing to participate as an active member and leader within the team. You need to be comfortable speaking with colleagues and customers on the phone or in person, be able to resolve conflict effectively, be numerate and have an aptitude to use an inventory system. 

Please note that we require full permanent working rights for this position.

In return, we’ll give you…

Perks, benefits and the space to grow. We offer comprehensive benefits and plenty of opportunities for career growth and development. This includes:

• The opportunities you need to grow, develop and craft a career you’re proud of within the global Eco Outdoor business
• Paid parental leave, so we can look after you while you welcome a new human
• A 50 per cent off employee discount on Eco Outdoor products
• Company-sponsored shenanigans and activities to connect with your team and the broader Eco Outdoor crew, from axe-throwing escapades to lawn bowls and trivia nights
• A culture of unbelievable hospitality… hello in house barista coffee machine
• The opportunity to give back via our internal Social Housing and Sustainability teams.

OK, you want to know what you’re getting yourself into? Let us introduce ourselves.

Established in 2001 by expert minds from the landscape design and construction industries, Eco Outdoor is an Australian-founded global brand with showrooms in Australia, New Zealand and North America. We’re constantly experimenting, innovating and pushing creative boundaries, delivering the highest-quality natural stone and architectural surfaces (and outdoor furniture collections) to the international architecture market.

We employ around 130 people across the globe, all of whom are dedicated to innovating, crafting and providing remarkable products and unbelievable hospitality to our clients and collaborators in the architecture and design space. We thrive on constant reinvention; regular development opportunities and a passionate culture grounded in connection and involvement.

We’re a tribe of collaborators, critical thinkers, problem-solvers and challenge-embracers, and we nurture our incredibly talented people to put their best foot forward every day. That starts with our core values – Be a Game Changer, Only Accept Awesome, Play as a Team, Be Curious, Get Fired up – which are deeply ingrained in our culture. Basically, we’re all about fostering an innovative, industry-leading, collaborative, creative, passionate team to reach their fullest potential. That’s good for humans and good for business.

If this sounds like your kind of gig…

We’d love to hear from you. If you need more information before you apply, check out our website, LinkedIn or Instagram. If you have questions those sites don’t answer, flick us a line at [email protected] unless you’re a recruitment agency, in which case: no, thanks. We’ve got this one covered.