Customer Service Manager

2 months ago

Canning Vale, Australia The Grocer Full time

The Grocer specialises in distributing high-quality ingredients to a wide range of customers across the retail and food service industries including restaurants, hotels, caterers, and independent supermarkets. We are dedicated to providing high-quality products and exceptional delivery services to satisfy the unique needs of our consumers. Our mission is to be a valued partner by focusing on quality and ensuring customer satisfaction.

We are searching for a motivated and experienced Customer Service Manager who will be responsible for maintaining high customer retention, customer satisfaction and monitoring customer complaints as well as communicating customers after their visit to monitor quality control and satisfaction.

**Duties**
- Develop a best practice customer journey for new customers, ensuring continuity of communication throughout the onboarding process.
- Act as the primary point of contact for addressing inquiries (from both customers and staff), handling complaints and ensuring a positive customer experience.
- Maintain accurate records and files of documentation.
- Monitor customer feedback and implement strategies to improve quality of service, productivity.
- Lead staff by example with compliance to all policies and procedures.
- Establishing work goals and standards of performance for staff members.
- Identify and address staff training and coaching needs.
- Develop strong customer relationships and have detailed knowledge of our food products and suppliers.
- Work closely with other departments such as sales and logistics, to maintain smooth operations and address any customer-related concerns.
- Oversee order processing, from placement to delivery, ensuring accuracy and timely fulfillment.
- Preparation of reports, updating customer records, etc.
- Responsible for customer retention.
- Create and lead a supportive team environment for seamless operational efficiency and customer experience.
- Evaluating new technology which can be added to MYOB to enhance the quality of customer data and their experience.
- Implementing continuous automatic communication through our website following customer purchases and website visits.
- Develop and manage newsletters for both food service and retail customers, aligning with social media.
- Recruiting and training of new office-based customer service staffs, process review, planning and scheduling of workloads.
- Conduct performance reviews and feedback.

**Qualifications**
- Minimum qualification required is Australian Diploma / Advance Diploma or equivalent with 2 years mandatory full-time work experience.
- If you do not hold the required qualification, you must have 3 years of full-time relevant work experience.
- Previous experience in warehousing, logistics, or sales is preferred.
- Proven experience in delivering top-notch customer service in the hospitality industry is essential.

**Skills and Personal Attributes**
- Expert understanding and use of Microsoft Office suite.
- Ability to provide leadership, guidance and training to employee members.
- Be customer focused, with outstanding verbal and written communication skills.
- An enthusiastic, positive and proactive approach to providing services.
- Have effective time management, analytical and problem-solving skills.

If you feel you have the expertise and drive to be a part of our dynamic and valued team, please send us a cover letter and your resume.

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

Work Location: In person

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