Customer Service Supervisor

Established in 1975, McKern Steel is a proudly family-owned and operated steel manufacturing business, supplying high-quality steel solutions to Victoria’s leading domestic home builders. We are known for our strong customer partnerships, practical innovation, and commitment to delivering excellence at every stage of the customer journey whilst providing a stable, supportive and rewarding working environment for our people.

About the opportunity

We are seeking a dynamic, enthusiastic, and highly motivated Customer Service Supervisor to lead our Customer Service and Site Installation teams.

Reporting to the Customer Service Manager, this is a hands‑on leadership role responsible for ensuring exceptional customer service, developing team capability and maintaining efficient workflows across the department. Working closely with internal departments, customers and subcontractors, you’ll play a key role in ensuring our customers receive a seamless experience from order through to installation.

Your key responsibilities will include:

Leading and supporting the Customer Service and Site Installation teams to deliver outstanding customer service.

Acting as the first point of escalation for customer, subcontractor and team enquiries.

Coordinating fast‑track jobs and priority work to meet customer commitments.

Monitoring outstanding allowances, RFCs and related matters to ensure timely resolution.

Liaising with Finance and other internal departments to resolve customer and subcontractor enquiries.

Allocating, monitoring and adjusting team workloads to meet operational priorities.

Coaching, mentoring and developing team members through onboarding, training and regular feedback.

Supporting continuous improvement by reviewing procedures, identifying efficiencies and implementing process improvements.

Building strong working relationships with customers, subcontractors and internal stakeholders.

About you

To be successful in this role, you’ll be an organised and approachable leader who enjoys supporting others while delivering exceptional customer experiences.

You’ll ideally bring:

Previous leadership or supervisory experience within a customer service, administration or operational support environment (manufacturing, construction or building industry experience desirable but not essential).

Excellent communication and relationship‑building skills.

Strong organisational and time management abilities, with the ability to manage competing priorities.

High attention to detail and accuracy.

A proactive approach to problem solving and continuous improvement.

Confidence in coaching and developing team members.

Sound Microsoft Office skills with experience using ERP systems such as MYOB EXO highly regarded.

Why Join McKern Steel?

At McKern Steel, we believe our people are our greatest asset. When you join our team, you’ll enjoy:

A Supportive Team Environment: Work in a friendly, collaborative, and close‑knit team where your contributions are valued.

Commitment to Wellbeing: We care about our employees’ wellbeing, offering perks like Daily Breakfast, Fresh Fruit, an Employee Assistance Program, birthday and anniversary bonuses, annual flu shots, and more.

Career Development: Be part of a growing business that encourages learning, development and internal progression.

Community‑Focused: A locally owned business that actively gives back to the community.

Stability: Enjoy long‑term career opportunities within an established Victorian business celebrating over 50 years of success.

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