Trade Counter/Delivery Driver

2 days ago

Brisbane, Queensland, Australia Buscojobs Full time
Job Description

Location: Archerfield, QLD 4108
Full-Time: Immediate start
Job Title: Customer Service Manager
Salary range: $76,515 - $78,000 + superannuation
Application deadline: 30 days from posting

About the Role:
We are seeking an experienced and dynamic Customer Service Manager to lead and elevate our client's customer service operations. This pivotal leadership role is designed for a hands-on manager who thrives in a technical, trade-focused environment. You will oversee the entire customer journey, from initial inquiry to post-sales support, ensuring every interaction reinforces our client's reputation for excellence and expertise. Leading a team dedicated to providing exceptional service to a knowledgeable B2B clientele, you will focus on people leadership, process improvement, and a deep understanding of customer needs in a technical industry.

Key Duties & Responsibilities
  • Team Leadership & Development: Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance, continuous improvement, and technical knowledge sharing. Manage recruitment, onboarding, training, performance reviews, and professional development plans. Provide daily direction, constructive feedback, and coaching to handle complex technical inquiries and offer expert advice.
  • Customer Service Strategy & Process Improvement: Develop, implement, and review customer service policies, programs, and procedures to enhance the customer experience and align with company goals. Analyze performance metrics to improve call handling times, first-contact resolution, and overall service quality. Collaborate with technical, sales, and warehouse teams to streamline workflows and resolve escalated issues.
  • Technical Customer Relations & After-Sales Support: Plan and execute after-sales service initiatives to follow up on customer satisfaction, ensure the performance of supplied parts, and gather feedback. Act as a key contact for escalated customer issues, using problem-solving skills and technical understanding to resolve issues and maintain relationships. Work with service agents and internal teams to identify trends and improve service offerings.
Skills & Experience Required
  • At least 1+ years of experience in customer service management or team leadership within the automotive, trade, or related technical industry.
  • Bachelor Degree or equivalent qualification.
  • Experience in developing and implementing customer service procedures, SLAs, and performance metrics.
  • Proven ability to lead, develop, and inspire a team in a fast-paced environment, with a focus on coaching and mentorship.
  • Exceptional communication and interpersonal skills, capable of building rapport with a trade-savvy clientele and liaising effectively with technical staff.
  • Proactive, problem-solving mindset with a focus on continuous improvement and customer satisfaction.
  • Strong administrative skills and proficiency with CRM systems and standard office software.

To apply, click 'Apply Now' to submit your resume and cover letter outlining your suitability for this role. Only shortlisted candidates will be contacted. All applications will be treated confidentially.

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