Customer Service Manager
4 months ago
Local Industry Leader - Australia & New Zealand $400M+ Local Turnover
- Mentor & Encourage Performance, Accountability & Foster Team Cohesion
- First Class Working Environment, Conditions & Attractive Package on Offer
Our client is an industry leader and is acknowledged as an employer of choice amongst its peers. The company is recognised for representing the world’s leading brands and subsequently the quality of the products it provides and; service delivery. As a result of continued and strong growth across all market segments, they are seeking to appoint a suitably qualified and experienced Customer Service Manager to oversee the day-to-day running of the Customer Service team.
Our client is seeking to appoint a proven and experienced Customer Service Manager, with key strengths in people management and; systems & processes, which subsequently drive and enhance team and overall business performance. It will be a distinct advantage for applicants to have developed strong skills and experience
**from either the manufacturing or distribution industry sectors**.
**Position Scope**:
This role is “Hands-On” and will involve processing orders, ensuring customer expectations are met and exceeded by managing and improving the process, developing and implementing action plans and strategies to ensure customer order accuracy and attainment of customer KPI’s.
**Reporting to the Commercial Manager, your responsibilities will include**:
- Lead and manage the Customer Service Team to ensure all customer calls, orders, queries and credits are processed in an accurate and timely manner.
- Develop training plans to continuously up-skill the team and develop staff to reach their full potential.
- Establish/Identify/Implement system/process improvements, which align to organisational objectives
**Key Selection Criteria**:
- A minimum 5 years B2B Customer Service experience within complex Manufacturing or Distribution environments involving several business units
- Formal Business Qualifications would be an advantage but not critical
- Proven "Hands-On" People Management experience of at least 3 years, managing in excess of 12 direct reports
- Possess Exceptional Communication, Negotiation, Influencing & Organisational skills
- Possess strong skills in the use of MRP/ERP systems with expertise in JDE and/or SAP considered a key advantage, supported by intermediate skills in Microsoft Excel
- Have strong energy levels, can balance multiple competing priorities at once, whilst at-all-times maintaining a calming presence over the team and professional demeanour that endears strong team support and morale.
- Possess strong skills and knowledge in process improvement to ensure customer service issues are mitigated
For more information and a confidential discussion, please feel free to contact Kirk on 0423 548 780.
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