Customer Service Manager

3 months ago

Mulgrave, Australia hireQ Full time

Lead, inspire and coach a team to deliver tailored customer solutions
- Deliver mutually beneficial commercial outcomes for customers and your business
- Partner with senior leaders to enhance the overall strategy of the organisation

**Lead a high performing, connected team to deliver outstanding CX solutions for customers with this established and trusted freight & logistics consultancy.**
- Lead, inspire and coach a team to deliver tailored customer solutions
- Deliver mutually beneficial commercial outcomes for customers and your business
- Partner with senior leaders to enhance the overall strategy of the organisation

**Who is our client**

A business who prides themselves on leveraging data pooled from an inhouse propriety technology platform, our client has developed a reputation for simplifying how freight and transport is managed. With nationwide coverage, our client provides exceptional solutions that deliver commercial and operational efficiencies with an authentic commitment to partner intimately.

With a longstanding history of creating partnerships with their customers, they continue to steadily evolve as a leading voice in their industry. This is an exciting time to join a business with leaders committed to getting their best from their people and create opportunities for all to grow.

**The Role**

As the Customer Service Manager, your will oversee, optimise and enhance all facets of customer service and internal account management operations for our client. You will lead and inspired your team exceed customer expectations with clear direction and communication that outline the value and accountabilities they are responsible for. With a keen eye for detail your role is pivotal in developing strategies that elevate overall customer experience to foster customer loyalty and retention.

You will collaborate with senior leaders including the business and sales directors to impact on strategic business objectives. You will thrive in environments that reward overachievement and seek to set new milestones as you deliver exceptional customer outcomes.

**Key Responsibilities**:

- Lead, coach, and inspire your team to achieve and maintain high performance standards
- Foster a collaborative, proactive and supportive team culture
- Through ongoing coaching, develop/enhance team accountability to ensure key performance outcomes
- Solve all customer escalations and complex queries with bespoke and tailored solutions
- Collaborate closely with cross-functional teams to develop enhanced CX strategies
- Leverage customer satisfaction data and insights to continuously improve service offerings
- Regularly present performance outcomes and customer action plans to senior leadership teams
- Develop process improvements that deliver efficiency to customer service operations

**What’s on offer**
- The chance to join an established, trusted and evolving business in a growing industry
- Highly competitive salary with lucrative performance-based incentives
- Opportunity to work with a dynamic and connected team
- Partnership with executive leaders to impact on business strategy
- A commitment to professional development and growth
- Collaborative and inclusive work environment

**What we are looking for**
- Dedicated experience as a Customer Service Manager with a solution orientated mindset
- Understanding of/experience within the transport and logistics industry preferred
- A proven empathic and authentic leader who can drive team accountability and performance
- Outcomes focused with a commitment to achievement and finding solutions for those they partner with
- Track record of delivering exception customer experiences
- Ability to manage multiple priorities and projects concurrently
- Proven ability to build relationship with a diverse mix of stakeholders

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