Wholesale Customer Success Manager | Akubra | Kempsey, NSW

Akubra is seeking an experienced Wholesale Customer Success Manager to join its successful Wholesale team in Kempsey, NSW.

Reporting to the Head of Business Development, you will be the driving force behind the customer experience for Akubra’s wholesale partners across its Domestic, RM Williams, R B Sellars, Export and Corporate channels.

This position has become available due to the planned retirement of the current position holder, who will provide an extensive handover.

This is a hands-on, customer-facing role for someone who enjoys solving problems, keeping orders moving and building strong relationships with customers and internal teams.

You will be the key contact for Akubra’s wholesale customers and agents, managing the process from order entry through to despatch, invoicing, credits, deliveries and returns.

You will be based onsite at Akubra’s Kempsey facility, 4.5hrs north of Sydney, NSW.

For nearly 150 years, Akubra has been at the heart of Australian craftsmanship, producing iconic hats renowned for their quality, durability and timeless style.

Built on quality craftsmanship and a spirit of adventure, Akubra hats have become synonymous with Australian culture and identity.

• Manage wholesale customer accounts across domestic, export and corporate channels

• Monitor account health and order flow, resolving issues as they arise

• Act as the escalation point for wholesale customers and external sales agents

• Manage orders across AIMS, NetSuite and B2B platforms

• Process manually entered orders and manage back-orders

• Coordinate with the despatch team to ensure orders are fulfilled accurately and on time

• Manage invoicing, credits, deliveries and returns

• Respond to quality-related enquiries and complaints

• Work with the Production team to identify and resolve the causes of quality issues

• Collaborate with the Commercial, Finance, Planning, Production and Inventory teams

• Develop and maintain a strong working knowledge of Akubra’s systems

• Help train and support other team members

To be successful in this role, you will ideally have:

• Experience managing wholesale customer accounts and order flow across multiple channels

• Experience using ERP and order-management systems such as NetSuite, AIMS or similar

• Experience working with B2B platforms

• Strong communication and relationship-building skills

• Confidence working across commercial, finance and operational teams

• Experience managing invoicing, credits, returns and quality-resolution processes

• A practical, solutions-focused approach

• Strong organisational skills and attention to detail

• The ability to work effectively as part of a cross-functional team

Experience in export or corporate wholesale, including working with external sales agents, will be highly regarded.

A degree in Business, Supply Chain, Retail Management or a related discipline is desirable but not essential.

• Join a genuinely iconic Australian brand

• Become part of a company with nearly 150 years of manufacturing heritage

• Work within a close-knit and supportive team

• Receive an extensive handover from the retiring position holder

• Enjoy a varied role where your contribution is visible and valued

• Permanent, full-time employment

• Based onsite at Akubra’s Kempsey facility

If you are an organised and customer-focused professional who enjoys variety and wants to help keep Akubra’s wholesale operations running smoothly, Akubra would love to hear from you.

Click Apply Now and submit your résumé and a brief cover letter explaining why you would be a great fit for the role.

PLEASE NOTE :

• This is a permanent position and not available to Working Holiday Visa Holders (Backpackers). Nor do we offer sponsorship for overseas jobseekers.

• Applications without required skills and experience listed in the ad will not be considered.