National Customer Service Manager

2 weeks ago

Yatala, Australia Stenhouse Recruitment Services Full time

**Global sports and leisure Brands**:

- **Central southern location close to Yatala**:

- **Salary negotiable to experience**

**The Company**
This is your opportunity to join a global giant in the sports and leisure goods industry as they continue to expand their established operations in Australia and New Zealand. This is an exciting time for the business as they incorporate the distribution of new and existing global brands into the ANZ market. With brands across snow, swimming, scuba diving, tennis, and water sports just to name a few, this organisation has it covered Having achieved continuous growth of product lines in Australia and New Zealand over the past ten years, the customer service team has grown and this has created a need for this newly created position of Customer Service Manager.

**The Responsibilities**

This is your opportunity to join an established team and provide critical support to the Operations and Logistics Manager, Sales Managers and of course the customer service team as they continue to navigate the next chapter of growth. The customer service team consists of five specialist Customer Representatives who manage their respective market segments and the support the associated field sales representatives. As Customer Service Manager you will support the team by taking ownership of the following responsibilities;

Ongoing training and development of the customer service team

Customer escalation management and closure

KPI establishment and management

Support team with overflow customer service responsibilities

Liaison point for Sales Managers

Manage reporting request for sales data across brands, category lines and locations

Coordinate seasonal product launches with team

Maintain Key Account pricing to ensure conformance to contracts

Price maintenance across all brands

Oversee warranty and returns

Manage IT requirements including phone system, RMS and SAP

Ad hoc projects as required

**Benefits**

This is a great team who enjoy working together and supporting a broad base of clients including large retail chains to small retailers. The team are experienced customer service professionals who are specialists in their field and therefore this position is focused on leading and keeping the team up to date and providing specialist system skills to support successful outcomes. The team supports the Australian and New Zealand operations and whilst members work slightly different hours (commencing early or finishing later), this position's hours will be 8.30am - 4.30pm Monday to Friday and will be based in the office located in the Yatala area. With modern offices and parking available on-site you will enjoy the ease of coming to work each day.

**Background**

If you love reporting and utilising your knowledge of SAP and Excel then you are going to love this position The sales managers rely on this position to provide critical product reporting and, working closely with the Operations and Logistics Manager, you will form part of the management team responsible for ongoing business reporting to national and international HQ and more complex adjustments in SAP. Experience and attributes we are seeking include;
- Prior team leader experience essential
- Background in wholesale sales
- Intermediate to advanced Excel skills
- Experience with SAP essential
- Excellent communication skills
- Strong organisational and follow through skills
- Team player

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