Customer Service Manager at Covetrus

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

17 Jul, 26

Salary

0.0

Posted On

18 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer service management, Team leadership, Coaching and mentoring, Change management, Inbound and outbound support, CRM systems, Data analysis, Performance metrics, KPI management, Stakeholder management, Conflict resolution, Operational excellence, Communication, Problem-solving, Talent development

Industry

Veterinary Services

Description

Covetrus is a global animal-health technology and services leader dedicated to empowering veterinary practice partners to drive improved health and financial outcomes. We bring together products, services, and technology into a single platform that connects our customers to the solutions and insights they need to work best. Our passion for the well-being of animals and those who care for them drives us to advance the world of veterinary medicine. The Role We are seeking an experienced customer service leader to join our team as Customer Service Manager. In this role, you will lead a geographically dispersed team across Australia through a period of transformation, establishing and embedding a traditional inbound/outbound customer support model. You will be accountable for enhancing our overall service offering while fostering a high‑performing, engaged team culture, supporting individual capability development, and driving consistent service excellence. Reporting to the Head of Customer Experience, ANZ, your primary responsibilities will include: Delivering exceptional customer experiences through efficient order processing, proactive problem‑solving, and clear, confident customer communication. Leading, coaching, and mentoring a large, geographically dispersed team, empowering individuals to perform at their best in their daily customer interactions and operational work. Creating an engaged, customer‑focused, high‑performing service culture where people feel supported, challenged, and motivated to succeed. Actively monitoring service performance, including call quality, order accuracy, service levels, and customer feedback, using insights to guide coaching and drive continuous improvement. Leading the delivery of agreed service levels and response times, ensuring they are consistently achieved and continuously reviewed to meet evolving customer and business needs. Supporting the team as a trusted escalation point for complex or sensitive matters, including customer issues, system challenges, feedback, and complaints. Owning the employee lifecycle within the team, from attracting and onboarding talent through to ongoing development, performance management, and career progression. Using data and trends to inform decision‑making, identify opportunities for improvement, and measure success against benchmarks and performance goals. About You To be successful you will: Bring proven experience leading a large, geographically dispersed customer service team, ideally within a product or logistics contact centre environment. Have demonstrated experience leading teams through periods of change, ensuring service continuity while embedding new ways of working. Clearly demonstrate how your leadership has driven improved service outcomes, team engagement, and overall performance. Have a strong customer service acumen, with experience setting meaningful KPIs and performance metrics and ensuring they are effectively monitored and actioned. Be a tech‑savvy leader who embraces digital tools and systems to improve customer experience, streamline processes, and support team effectiveness. Be comfortable working with CRM systems and enjoy analysing and interpreting data from multiple sources to inform decisions and drive continuous improvement. Communicate with impact, confidently engaging with external customers as an escalation point while collaborating closely with internal stakeholders to empower our people and achieve positive business outcomes. Why Join Us? At Covetrus, we’re proud of our family friendly culture and respectful workplace. We embrace diversity in our workforce and encourage applications from like-minded persons from all walks of life. Covetrus team members are eligible to access a suite of fantastic benefits, to help them look after themselves, their family and their beloved pets. These include – Generous discounts on our range of animal health food & enrichment products. Access to Perkbox/Boost apps for discounts on everyday shopping & amazing health & wellbeing resources. Additional leave benefits – annual birthday leave, paid parental leave, & the option to purchase additional leave. Flexible hybrid work options & dog-friendly offices (select roles and locations). Free 24/7 access to our Employee Assistance Program. Reward & recognition through our bi-annual Values Awards and our Service Anniversary Awards. Professional development through our Leadership Development & Emerging Leadership courses. Access to annual flu vaccinations. Annual volunteer days. Covetrus is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Covetrus is a global animal-health technology and services leader dedicated to empowering veterinary practice partners to drive improved health and financial outcomes. We bring together products, services, and technology into a single platform that connects our customers to the solutions and insights they need to work best. Our passion for the well-being of animals and those who care for them drives us to advance the world of veterinary medicine. Covetrus is built on the following values; Never Settle, Share the Customer Goal, Give Power, Be Passionate and Do Good. If you share these values, we would be interested in hearing from you.

Responsibilities

The Customer Service Manager will lead a geographically dispersed team through a transformation to establish a traditional inbound/outbound support model. Responsibilities include driving service excellence, coaching team members, and using data insights to improve operational performance.