Customer Service Manager

2 months ago


Chester Hill, Australia Ferngrove Pharmaceuticals Pty Ltd Full time

Ferngrove Pharmaceuticals Australia is a licensed Contract Manufacturing facility, specializing in complementary medicines and health food products. The company is looking for an experience Customer Service Manager to join us in our head office on a permanent full-time basis.

**The Role**:
**Key responsibilities include, but are not limited to**:

- Lead, manage, and oversee the customer service team to ensure high standards of customer satisfaction.
- Develop and implement strategies to improve customer experience and streamline service processes.
- Collaborate closely with internal teams (sales, supply chain, and production) to ensure timely delivery and resolution of customer issues.
- Handle customer complaints and escalations, ensuring prompt and effective resolution.
- Monitor key performance indicators (KPIs) for the customer service department, ensuring targets are met and exceeded.
- Identify opportunities for service improvements and provide recommendations to senior management.
- Train, mentor, and motivate the customer service team to achieve their full potential.
- Ensure compliance with company policies and relevant regulations within the pharmaceutical industry.

**Key requirements**:

- At lease Advance Diploma level qualification in the related field.
- Minimum 5 years’ experience in a similar role
- English and Mandarin bilingual language skills are essential
- Strong leadership and team management abilities
- Excellent problem-solving skills and attention to detail
- Strong communication and interpersonal skills

Pay: $75,000.00 - $80,000.00 per year

Schedule:

- 8 hour shift

**Education**:

- Advanced Diploma / Associate Degree (required)

**Experience**:

- Customer Service Manager: 5 years (required)

**Language**:

- Mandarin (preferred)

Work Authorisation:

- Australia (preferred)

Work Location: In person



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