Position Vacant: Customer Service Manager

The Australian Wine Research Institute (AWRI) is the Australian grape and wine industry’s own research organisation. It supports a sustainable and successful grape and wine industry through world class research, practical solutions and knowledge transfer. The culture at the AWRI is professional, innovative and sets high standards. As part of these standards the AWRI offers favourable working conditions and an environment conducive to success. The AWRI has strong links with the wine industry and other research organisations and provides a stimulating and challenging work environment.

Applications are invited for a full-time position of Customer Service Manager within AWRI Commercial Services. The Customer Service Manager (in conjunction with the customer service team) is the primary interface between AWRI Commercial Services and its fee-for-service customers. This role is responsible for driving a customer-focused culture for all service delivery and ensuring the best possible customer experience. The role also supports business development and marketing programs across both traditional and emerging industry sectors. The ideal candidate will have a degree in Business Administration, Commerce, Marketing or equivalent experience, be an excellent communicator and will need to work well within a busy team environment.

AWRI Commercial Services provides a range of testing services for the food and beverage industry as well as consulting support in all areas of beverage and food production, with an emphasis on the wine industry. The Customer Service Manager is responsible for managing the customer service team and ensuring that customers are directed to the right service offering or to an appropriate subject matter expert. The role is also responsible for the day-to-day administration of customer service activities and the smooth running of invoicing and customer account maintenance. AWRI Commercial Services is NATA ISO17025 accredited in the field of chemical testing and the laboratory is GLP recognised. Understanding of the requirements of operating in such an environment is preferred but not essential.

The role will be suitable for a person with a minimum of 3 years’ experience in customer service, sales or marketing roles. Experience in the wine industry and knowledge of export and laboratory practices is highly desirable.

For a position description please visit Customer Service Manager Position Description and for further information on the position please contact the Group Manager – Commercial Services, Dr Eric Wilkes (eric.wilkes@awri.com.au) or AWRICareers@awri.com.au.

Applications should be completed via the online application form at http://www.awri.com.au by Friday, 19 November 2021. Only applications that are completed via the online application form will be considered.