Customer Service Manager

3 months ago

Melbourne, Australia FAAC Technologies Full time

**FAAC Technologies - **We open worlds. Providing automation and access control, we are dedicated to satisfying end-user needs for security, safety and convenience. So come and join us on our journey to providing our valuable clients with high performance solutions for access and mobility needs, in a sustainable way.

**About the Role**
The Customer Service Manager focuses on analysing the Order to Cash (OTC) end-to-end processes on how the business receives, processes, manages, completes customer orders, invoicing through to accounts receivables. The OTC process affects the company's profitability and relationships with our customers, so the process must be well-optimised to deliver sustainable services to our customers. The Customer Service Manager will analyse all the business inputs to the OTC processes and collaborate with key stakeholders (internally and externally) with a view to optimising the customer experience.

**What you will do with us**
This is an exciting opportunity for a passionate Customer Service Manager to make their mark within a global company. The main responsibilities include:

- Work within relevant departments that are directly related to the OTC cycle, with a view to learn and understand existing systems and processes as well as to understand the skill level and potential of the existing teams
- Analyse processes across the business with a view to streamlining the order-to-fulfilment time for our customers
- Liaise with external stakeholders to obtain feedback and understand their current experiences with our company
- Develop, implement and review processes and procedures ensuring continuous improvement and ongoing identification of efficiencies in business practices
- Establish review mechanisms and KPI's to measure and track OTC cycle performance and identify areas for improvement
- Lead and mentor the customer service administration team

**What you will bring to this role**
- Proven experience in leading strategic change and implementing strategies that enhance the customer experience
- An understanding of what an exceptional customer journey looks like and the desire to achieve it
- Experience with change management and training new processes
- Willingness to promote our business values and culture with our stakeholders and upholding our strong reputation in the market
- Excited at the prospect of expanding your experience, working with a global organisation and making a significant contribution to a growing business within Australia

**Skills & Experience**
- 3 years' experience within a similar position.
- Proficiency with SAP, Project Management software and Microsoft Office programs
- Bachelor of Business

**Why are we a great place to work?**
- A great working environment with continuous professional development, competitive salary and benefits
- Opportunity to work for a large, successful and rapidly growing global organisation
- Great company culture with 6 additional Wellbeing leave days

If you're excited at the prospect of expanding your experience, working with a global organisation and making a significant contribution to a growing business within Australia, then this is an excellent opportunity for you.

**Sound like something that interests you?**

**About the Company**

This is an exciting time to join our Australian business operations as we continue along our journey of ongoing expansion, change, and transformation.

**FAAC Technologies** is the leading global player in the field of automation and access control, dedicated to satisfying end-user needs for security, safety and convenience. With 55 companies in 31 countries, spread over five continents, our brands are represented in all major regions within both mature and emerging markets. The executive headquarters, the technological and managerial heart of FAAC, are located in Bologna, in Italy, and the group boasts a huge presence abroad, where it develops most of its business with both production sites and commercial premises.

In Australia, we have offices in Melbourne, Sydney, Brisbane, and Perth. Utilising both local and international design concepts, our finished products are produced to the highest quality, providing our clients with the best automation solutions for their pedestrian and vehicle access control needs. Our iconic brands include FAAC, Magnetic, Centsys and HUB Parking Technology.

**Our vision** is to be a worldwide leader in high performance solutions for access and mobility needs, in a sustainable way.

**Our mission** is to offer reliable cutting-edge solutions to access and mobility needs, delivering solid returns to our stakeholders while ensuring respect of people, environment and ethical standards.

**Our values** are People: Respect and Care; Ethics: Integrity and Social Responsibility; Aspirations: Ambition and Protection; Strategy: Customer First and Innovation.

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