Customer Service Manager

• Based locally in Balcatta – Free onsite parking
• Five weeks Annual Leave

About the Business:

Sporting the dual crown of Australia's oldest dairy and Australia's most innovative dairy, Brownes Dairy has an opportunity within our Engineering Department for a Control System Automation Lead.

Community is at the heart of what we do as we collect over 120 million litres of milk each year from more than 40 dairy farming families located in WA's pristine Southwest region. All our Brownes Dairy products are made in WA. Our CEO is from WA too. We are fiercely protective of our environment, pride ourselves on being a leader in sustainability and our free school tours program sees thousands of school children learn about the benefits of dairy too.

With a diverse portfolio of award-winning fresh dairy products including milk, cream, sour cream, yoghurt, flavoured milk, cold brew drinks, cheese, juice and desserts, our products are a household name in WA and are sold nationally and internationally as well. WA is our heartland.

What can you expect looking ahead, we will remain at the forefront of innovation in our industry, remaining committed to product, packaging, and Brand innovation, meeting our critical responsibilities to the environment and sustainability head- on.

Culture is at the forefront for Brownes we aspire to be a listening, learning and leadership organisation where everyone flourishes – our people, our farmer partners, our customers and of course the planet.

The Role

Our customers sit at the heart of what we do. You will have a strong sense of purpose leading a dedicated team of customer service professionals enabling them to flourish at work.

You will: 

• Lead and inspire customer service team to achieve individual and collective targets
• Provide ongoing coaching and mentoring to support career development
• Address Customer / Consumer complaints promptly and effectively to ensure a positive outcome
• Manage escalations and ensure that all the relevant departments have been involved
• Actively liaise with our Sales team to maintain and grow our customer base
• Monitor day-to-day operations to ensure execution of strategies and initiatives
• Ensure customer requests are actioned in a timely manner within allocated timeframes
• Engage with customers, suppliers and sales teams to cultivate strong long-term working relationships.
• Seek avenues to improve the level of service being offered to our customers
• Ensure that all staff adhere to Health & Safety policies for Brownes Dairy

Requirements:

• Proven experience in customer service management, preferably in the Manufacturing or related industries.
• Demonstrated ability to service customers beyond their expectations, ensuring a strong focus and understanding of the customer's needs are met and surpassed.
• Strong leadership and interpersonal skills with the ability to motivate and develop team members 
• Experience in working to & achieving KPI's / targets 
• Ability to influence and negotiate with key stakeholders in a fast paced, high-pressure environment
• Ability to demonstrate empathy and resilience in difficult situations
• Excellent communication skills with the ability to listen & relate well to others 
• Strong computer literacy and ability to use multiple applications at once whilst having engaging conversations

What do we offer:

• 5 Weeks annual leave
• Employee rewards program
• Various health and wellbeing discounts i.e. private health, hotels, gyms
• Employee Assistance Program

Apply: To apply for this role, please submit a CV and covering letter that best shows your relevant skills and experience. All candidates will receive a response.

Applications for this role will close on 25th September 2024.

At Brownes Dairy, we recognise that our differences are our strength. We encourage applications from Aboriginal and Torres Strait Islander people, women, the LGBTI+ community, mature workers, people with disabilities and people from different cultural backgrounds.

18 September 2024Balcatta Western Australia, AustraliaFull TimeCall Centre & Customer ServiceManagement & Support