Customer Care Supervisor

Overview

Customer Care Supervisor: Lead, Motivate, and Elevate the Customer Experience

Are you a customer service leader with a passion for building and motivating teams? We're looking for a Customer Care Supervisor to join a key leadership team and drive a high standard of customer service. This is a hands-on role where you'll be instrumental in shaping the customer experience, leading a team, and working collaboratively across the business to serve strategic partners. If you're ready to make a significant impact and grow your career, this is the perfect opportunity.

The Company

A global leader in mechanical pipe fitting solutions, renowned for innovative technologies and engineering services that address complex piping challenges across diverse industries, including mining. With over a century of experience, they deliver customised, reliable, and efficient solutions that reduce project costs and improve schedules.

The Position

As the Customer Care Supervisor, you'll be at the heart of the customer experience, with responsibilities that span team leadership, operational excellence, and strategic collaboration. Your key duties will include:

• Direct the daily activities of the Customer Care Team to ensure they consistently meet and exceed service standards. This includes managing individual performance, balancing workloads, and fostering a collaborative and safe work environment.
• Develop and implement Key Performance Indicators (KPIs) to identify and correct service deficiencies. You'll work with the wider Operations team to conduct root cause analysis and implement preventative and corrective actions.
• Be the focal point for customer relationship management, both internally and externally. You'll maintain proactive communication with sales teams, operations, and customers to ensure everyone is informed and aligned.
• Conduct training and mentoring for new and existing team members to support their professional growth and ensure a high level of customer satisfaction.
• Partner with departments like Manufacturing, Logistics, Supply Chain, and Finance to improve the overall customer experience and drive continuous improvement.
• Oversee all order processing, service-related activities, and inquiries, ensuring accurate and timely handling of customer requirements. You'll also be responsible for team timesheets, leave approvals, and resource management.

About You

We're seeking a proactive, self-motivated, and experienced leader with a passion for customer care. To be successful in this role, you should have:

• A minimum of 2 years in a customer service or internal sales role, ideally with knowledge of technical products or blueprint interpretation.
• Proficiency in Microsoft Office (Word, Excel, Teams) and experience with an ERP system, with a preference for SAP or Lawson M3.
• A proven ability to motivate a team, solve problems, and take initiative.
• Strong communication, coordination, and follow-up skills. You must be flexible, hands-on, and able to work effectively with all levels of the business.
• A flexible mindset with a willingness to embrace new ways of thinking and working to achieve smarter outcomes.

The Benefits

This role offers a unique opportunity to lead and mentor a team in a company that values collaboration and continuous improvement. We are committed to our employees' professional growth and success.

If you're ready to take on a leadership role that directly impacts our customers and our business, we want to hear from you.

Ready to lead and inspire?

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